Disappointing Customer

I would please like to follow-up on 2 of my cases reported to the bank. I've received an email from Ms Nhlamulo Baloyi on the 17 November and responded the same day, but I've received no feedback what so ever if there's more information needed. I've reported another case on the 8 December and was told on the messenger chat that it will take 7 - 10 working days, if I've counted correctly, today is the 10th day. No feedback as yet. It's so disappointing to think your bank treats something that so unfortunately happened to a person at such a crucial time take it so lightly. It makes you feel like you don't really mean anything to them. You're just another number.