Pathetic customer service

I sent a query to Discovery Card on 21st December. I received the following reply on 1st February:-

"Unfortunately Discovery Bank is not responding to queries by email at the moment. Did you know that we have a page under the Bank menu option on the Discovery website? We update this regularly with questions that arise, so please check it out and see if we have answered your questions there."

So, for my almost R200,00 in service fees per month, I don't get to communicate with my bank via email. I just get referred to their FAQ page of 'made up' questions and answers???