Waste of time reporting ***** against one of their customers they not interested

An absolute waste of time reporting ***** to fnb, why they have a ***** department to begin with is beyond me when they start out looking like they helping you then make stupid excuses that you have to do this and do that without telling you in the first place! Then they don't come back to you and you have to keep pestering them and when they do reply they make up the silliest stories its just not worth it, so people if you have had ***** against one of their customers its a waste of time reporting it , seems they protect their customers even if they are ******. I suggest that head office looks into this and either does something to right this or fire the whole lot of people who work in the ***** department, because they obviously not interested in doing their job