Customer service deficit!!

Non response, i had a query with regard my ebucks, i initially send the query via the mobile app and was contacted by Shayma. I explained my query and she seemed to understand the concern raised and requested that i furnish her with the relevant documentation after which she will revert back to me. I emailed the required documents more than 3 times even asking that the matter be referred to Shayma because that is what she asked me to do. I am yet to get Shayma to get back to me and resolve the matter. In addition, ebucks consultants does not have email addresses where you can liaise directly with the agent that you initially communicate with, like in my case Shayma, so you do not whether you query is lost in translation. VERY POOR SERVICE FROM FNB E-BUCKS!!!!