Unresolved Credit Card Dispute

I have not had the greatest experience with FNB's ***** department. I was de*****ed and when I reported the incident, I was given a case number but any attempt to follow up on my case is impossible. The secure chat option directs me to call the ***** department. When I attempt to call the ***** department, I sat on the phone call with no answer from a consultant for about 8 minutes until the call eventually drops.