FNB - Dont give email addresses if they don"t work

In order to cancel a reported ***** case, I sent the following email to *** and *** on Wednesday 4 December - no response from FNB to date. "Cancellation of ***** Case No ***5. Good morning I tried calling the ***** Line on telephone *** this morning but cancelled the call after holding on for about 5 minutes without answer, which is why I am writing this email. Please will you pass this message on to the ***** LINE urgently as I wish to cancel the ***** complaint with the above reference number. I had reported that my credit card was used **********ly for trips with Uber. However I have since found out that my grand......... had actually used the card and forgot to tell me about it. Please will you cancel this ***** case and confirm the cancellation per return email. Thank you so much and I apologize for any inconvenience caused."