FNB lifes response was not as expected

I laid a complaint on Saturday 29 April 2023. A few minutes after the complaint was logged a consultant from FNB contacted me for more details and she told me that an investigation would be done and they will contact me. I told her that they should not phone me as it is difficult for me to take personal calls during working hours in the week and they should rather email me. FNB life then phoned me on Tuesday 02 May and Wednesday morning 03 May 2023. I could not answer the phone as said to the consultant. They then sent me sms's saying that I am failing to answer my phone and should phone them on the number ***. I phoned this number but consultants could not help me because my ID number is not listed on their database. So I recieved an email today saying that they are trying to contact me but I'm not picking up the phone and that they have investigated the case and are closing the case.

This is truly unfair that I am given zero tolerance for not picking up my phoneafter I told their consultant to make a note that i cant take personal calls and that they close the case on their first email sent to me today.