Customer care does not respond to queries

I had a problem downloading my statements - which ABSA had not archived. I sent an email to their customer care and they helped me very quickly, by sending me all the statements. Then I sent a request asking about the costs involved, since the bank wanted to charge me R65 per month's statement for 12 months - which is R780, which is ridiculous. I sent the request on 4 October and no response. I sent another request on 9 October and no response. It is 21 October and still no response. Yes, ABSA you helped me with my first query, but would you mind answering my second request, please?!