FNB Debt Review department not doing their work

I've emailed so many times , still there is no feedback and when i call there is no answer even after 25min to 30min , when i email them on *** there is no feedback or email back , ive also asked for a payed up letter and its been more thank 5 days as promised . There is credit on my one account and they said i need to email bank statements what i did and still no feedback . this is unacceptable please can someone assist on this this is poor service .