Unhappy customer

So...I've been waiting days on a phone call or something to happen regarding the response I received from FNB but just an email with an apology but nothing for me to solidly give me an answer...I'm at a point where I might have to give up my job due to the fact I don't have money to go to work and not that it is FNB fault but I at fault made a decision on a promise they made me...I honestly don't know what to do now...I love FNB...but what I'm going through now with them just doesn't feel right