bond rate review

send an email request on the 24 of april 2015 for my rate to be reviewed two later I have not yet received a response even though on there auto reply it is mentioned that it take 48hrs for the response .<br> <br> phoned today spoke to Stanley who was helpful promised me that he have answer for me by today.<br> <br> why do I have to phone every time when I ask for a rate review .<br> <br> based on my previous complain I know that this complain will affect the out come of the review.