Terrible customer care

Terrible customer care department. You send an email to *** (The only way to contact their customer care department). To this you get an automated response with a reference number and a message that says a consultant will contact you within 24-48hrs. That is the last you hear from them. There is no way to follow-up with them directly so you are forced to work through the call centre/Secure chat bankers who tell you that there is nothing they can do and you just need to wait. When you are lucky they say they will escalate the matter but basically there is nothing they can do and despite multiple escalations, the Care department remains silent. Sometimes the bankers say they are escalating the matter to a manager but when you ask you for the managers name, apparently it is FNB's business process not to give out the names of the consultants who are supposed to be helping their customers. So everyday you spend at least 45min talking to a banker who tells you the same thing, " I can't help you, I have escalated the matter and someone will contact you and their convenience". Not MY convenience THEIR convenience!!!!! But no one ever contacts you.