Very disappointed in the lack of service and assistance

I am very upset and disappointed with the service, or rather no service I'm receiving from FNB. I have requested phone calls to be pulled for an Insurance Ombudsman case in the begging of December 2019, given it was December, it has been more than a month and I haven't received any feedback from the consultant Brenda Alexander and her seniors Tarryn Anne Veldman and Desiree Scholtz, I have followed up a million times via email but my request seems to be falling on deaf ears. I do not want the calls personally, but the insurance ombudsman needs it to finalize my case. I require urgent assistance, please. FNB's slogan "How can we help you" needs to change to "We don't want to help you". This is very disappointing and upsetting, especially from a bank that's supposedly THE bank in the industry, could have fooled me!