Unresponsive and misinformed

I lodged a query in November 2014 on funds I paid to FNB credit card with an incorrect reference number. All required forms, proof of payment and bank statements were submitted. After I received no feedback I made numerous calls to the call center only to be informed that the case had been closed without resolving the matter of informing me. I have lodge 3 complaints with only 1 being attended to. 3 months later and the matter is still unresolved. This is unacceptable.