TUCKSHOP (cellphone) banking

I had a query on the 10 November a query, on the 13th I get an email saying I must contact fnb regarding my query, on the 14th I phone the number and the team leader handling my query says they going to call me back in 5 mins after 4 or 5 hours I call back (because after all this department of fnb is being run like a tuck shop and has no airtime to call clients - plus I assumed they used up all of their please call me's for the day) however long story made slightly shorter is that the team leader ASHLEY has been avoiding my daily calls and refusing to help me resolve my query. It's 5 days since I've lodge my query and I've only had 1 correspondence from fnb that please call me email.

I'm concerned very concerned that a leading bank in South Africa now resorts to sending messages instead of calling clients. Really starting to feel like I'm at the wrong container ( bank).