Ignoring paying customers

FNB does not respond to queries, they will simply ignore any correspondence, and will charge you for their own mistakes. FNB will also not follow instructions from their clients as I previously requested feedback to specific contact details, yet they responded on the wrong email. Complaints should be submitted directly to the banking ombudsman as it is the only way to get a response from them. I would like to receive a response on *** or *** advising when if ever my query will be attended to.