Yet another shocking service from FNB

It's a week later after I have logged a complaint with FNB still no one has called me with a resolution to my complaint, the only thing you have benn able to deliver on when I called to follow up on the matter is offe me an apology which I simply don't care for and that an email was sent to the relevant dept to call me. I would have hoped that as a resolution dept you will take it upon yourself to resolve my issue instead of escalating to the same dept which failed me from the beginning. I have lost count of people I have spoken to since last Tuesday let alone hours and money spent on calls. Is it so difficult for someone senior to call a disgruntled customer? I am horrified and appalled by FNB.