No response from CIB

I sent a script through to the CIB by email more than a week ago. I used the email address provided of [Email Removed] I immediately received a reply with reference number *** that someone would get back to me. More than a week later and no answer. I also wanted to query something on my son's PMB and sent a mail to the same address, received a reference number back *** but also haven't heard back. They really shouldn't encourage people to communicate via e-mails if they have no intention on getting back to them within their own deadlines communicated which they say is 3 to 5 days. Then when I tried phoning today, as the lady transfers me to the CIB the call is just dropped after selecting multiple options and holding for about 5 minutes.