FNB - ASKING US "HOW CAN WE HELP YOU" - BY ACTUALLY HELPING!

We are trying to get anybody from FNB to assist us with a letter saying that we have paid up our bond. We only get email responses. Nobody is taking the time of day to speak with us. Is it that hard to write a letter? How come if banks want money they are quick to be on your tail, but if you need their help you get ignored.