Appalling service

Cashflow relief complaint

On the 2nd Nov I sent an email to both *** and *** to request a complete breakdown to show what amounts were paid by the cashflow relief and what my actual amount owed is and when the first payment will be due. I did this because when I first got the Cashflow relief I called FNB to enquire why the amounts they state differ from the actual amount they pay. I was advised that this is just a maximum amount and that the final amount will only be calculated once the cashflow relief is due in the end. I received an automated response to my email saying that I would be contacted. I received a Ref no ***. On Nov 5th, I once again emailed because no one contacted me. On the 6th I once again emailed and this time I sent the email to *** and to ***. I received a automated reply once again. Till today I have not received any feedback, no one calls back, not even *** I need a statement to show what exact amounts the care relief covered for me(I need the actual amounts paid and the dates these were paid) so that I can check for myself if correct as I do not trust FNB in this. I need to know what my final amount due is and when it will reflect the correct amount om my FNB app. I need someone to call me today as it has been 10 days already with no assistance, is this why I pay extra for premier banking and receive such an utter lack of service?