FNB customer care query not resolved

I have lodged a complaint with FNB's customer care by writing them an email on the 14th of October 2019 (***) They responded with an automatic email and reference number on the 15th (***) from ***) I emailed again on the 30th reminding them about my complaint, byt since today, no one has called or emailed or attempted to resolve my query(which originates from January this year) If you have a query with FNB, rather call, since this email platform seems not to be working.