Waiting 12 days for a complaints number

FNB allowed a merchant in China to process a ********** transaction on a closed Credit Card Account. I was never notified of this until I was contacted for payment. On 23 July 2015, 12 days ago, I requested a complaints number from the Sales and Service Manager, Bradley Thomas, at Portside, CBD, Cape Town. I have not yet received the email he promised. I logged a complaint with care@fnb regarding the disputed transaction 7 days ago and I am still waiting to be contacted by anyone regarding this.