Zero Service from FNB's Credit Card Department

Is it so difficult for FNB's credit card department to speak to a client in almost two weeks? I am already waiting for almost two weeks to be assisted properly on a complaint regarding R800 which went missing on my credit card. I have been asking to speak to the Credit Card department, but until now I am awaiting. They sent partial feedback on email without bothering to call and which does not make sense to a client and then they expect the client will just write off the R800. Can someone competent like a Manager in the Credit Card division please call me to assist? I received the complaint reference number ***, which they have probably closed by now as they don't bother.