waiting and waiting ... getting no response

The linked credit card to my credit card has been blocked. After phoning FNB it was established the linked card has to be ficaed. I went into the nearest branch to me, but nobody there could help me. I was told I had to phone the credit card division. This I did on 20 December 2017. They gave me an email address where I would need to send proof of residence and other details. This was done the same day. I heard nothing, so phoned again. I was told they have all the information and would escalate it. Finally on 2 January 2018 I receive an email acknowledging receipt of my email to the fica department. The person linked to my credit card has been unable to use their card since December. What type of service is this?