FNB lack of response to urgent matter

Following numerous reviews on HelloPeter, I was contacted by Effie Mtembi from FNB who assisted me with the matter as per the reivew: https://www.hellopeter.com/first-national-bank/reviews/fnb-empty-promises-edd9e980d90a6ca814d99f00ecd8e2d99b9e***

However, I received an email from a certain Tiego Moropane on 10 December, to whom I rep**** on the 18th of December, requesting assistance and clarification on a very urgent matter. I have not received any feedback from Tiego since then. The matter pertains to the monthly amount due on the personal loan now that I have moved to a new debt counsellor. This is urgent and I humbly request that Effie kindly contact me.