non-existent sucky customer service

I am a Kulula creditcard holder and went into FNB last week Tuesday to get a new pin for my creditcard for the 3rd time. I have not been able to use since 28 December 2014 via swiping at a tillpoint due to this. FNB assisted me after almost 2hrs to the best of their ability and then called the Kulula callcentre whom were supposed to call me back within 2 days with a new PIN. A whole week has gone by without a call or any feedback. This level of non-existent service is pathetic and needs to be escalated to senior management.