Unhappy customer

Good Day,.I am very upset with the way FNB dealt with my query I spoke to Lhoisani that claimed to be a TL and he advised that Stephan will call me and call back no call back.I spoke to Lhoisan,mbalemnhle, and fiphiwe My query is that no communication was received by email and no call back regarding the activating my policy.The TL advised that there was no query logged to for Feedback For Friday that it will be escalated to senior management.