Does FNB Business really and truly support small businesses?

I am a small business and FNB always advertises how serious they are about assisting small businesses in SA. All I asked for was a simple letter to submit to an international investor, I even had a call with 'my business banker' then drafted the letter out and emailed it to FNB and I stated they could adapt or change it in accordance with what their legal or what policy allows. SEVEN days had gone by after I sent the email to 'my business banker' and NO response, not even "thank you, email received and we will get back to you' How do we grow as small businesses when the bank that we use cannot provide basic support or be agile to response.