Escalation manager just ignores their customers.

I really don't get why FNB even bothers to supply a manager's email address at the end of every email from the private clients suite. I escalated an issue to Silindile Hlongwa (Divisional Manager) on the 22nd of February. She responded as follows "Thank you for your email. The matter is being investigated and we will revert to you within 24hours." 48hrs later i asked her to please give feedback as the issue is still not resolved. She doesn't even bother to respond again. Quite shocking that the management team feels no need to respond to their Private Banking Customers.