Lack of email service delivery

I am writing this review as your department is slacking in everyday tasks like reading and responding to emails.

On the 26th of May at 13h32 I have sent an email to *** requesting my account positive balance to be capitalized.

No response yet as of today.

I called the department and in about 6 diffent times of calling this department you end up holding and holding on each occasion and with no clear prompt of what buttons to press for capitalisation of funds you end up being transfered and wait even longer. So I did what they suggested and sent the email with request.

The one time I did do this process, it took about 10 min for the consultant to complete the transaction. No my question is why can't there be a quick turn around time on email requests as it seems a pretty straightforward task at hand.