Non Existent Client Care Centre

I have emailed client care 12 days ago with regards to issues i am having with the banking app. The automatic response is we endeavor tp provide feedback within 2 working days. Its been 12 and up till now zero response. The want people to use the WhatsApp bot which i find very annoying as all it provides is answers to frequently asked questions which all in all essence does not help or solve anything. What is the point of having a client or customer care to email when nobody replies to it... Is it because some of us does not have as much money in our account as others? I would like to know what the purpose is of this division and what do these people get paid for because answering an email does not seem to form part of their standard operating procedure . I prefer to do my business via email or in person as social media is not one of my favorite things to be on. So now i would like to see who replies to this review as most companies corporate or otherwise only answer once their names appear on sites such as this.