delay in reply

I wish to state the frustration with Fnb on Monday I have sent an email with the quotation attached from other institution offering a better interest rate, of which I wanted to find out from Fnb if they are willing to counter offer or they will not be interested to retain me as their long-standing client. To date, I have not received any feedback and from where I am sitting I need to provide feedback to the other institution especially if FNB is not willing to change what I am currently being charged. I have called FNB more than 5 today times trying to follow up only to be told that my email is not allocated, I am sure someone is hired to attend to such. I must say I am very frustrated with the customer service that I have received. May this be treated as a matter of urgency please I have time frames to adhere to. please see the auto response I had received. I have been a client for more than 10 years.