Unhappy customer

I logged a query on the 31/10/2020 of which a I received a turnaround time of 2-5 business days. On day 5 I requested feedback and to surprise I was advised of a longer period. On Monday the 9/11/202 I spoke to a Lady called Makhadzi Lithole who promised to have the matter escalated for of which I was happy with her assistance, she advised me of another turnaround time of 24-48 business hours. At around 10 am on Monday the 9/11/2020 I received an email from FNB PREMIUM that advised me of the same turnaround time provided by Makhadzi and in the email the agent was Nhlanhla Baba. I have tried to contact FNB via email for feedback on my query and have not received any response. Everyone is just MIA. I am so unhappy with the service I have received and am receiving from this institution. The emotional trauma you put your customers through when you ignore their queries and the resolution thereof. I will be taking the matter to the ombudsman because one cannot continue like this.