Does my concern not seem significant to MFC?

MFC have neglected to assist me properly in a complaint raised to them already on the 28th of February 2019.

I have spoken to several consultants in order to find a resolution however every time they promise to revert and fail to do so. If they respond they just acknowledge that the complaint has been directed to the relevant department. It has been now since December 2018 that I have been struggling to successfully manage my account with their online services. I have corresponded with Sharon Mace, Service Resolution Specialist | Client Value Management | MFC, who advised me on 5 March 2019 that "Regarding the website. I have also requested for the alternative cell to be removed. Once this is done I will request that you try and log on again, if that does not work I will escalate the matter to IT." I have also corresponded with Olivia Mike, Client Services Resolution Manager | Client Experience | Nedbank Ltd and she advised me the same however she only confirms that "Sharon did escalate the matter." Yes she did but already on the 5th of March 2019, how long does it take a department to investigate and revert to a customer on a complaint. Now two days have passed and no word or communication from both Sharon and Olivia.

With all due respect, does a client always need to become aggressive and revert to report you to the relevant parties to assist or advise a client? Is the purpose not to respond in the hopes that with time I would just ignore the inconvenience you are causing me?

Does my concern not seem significant to MFC?