Major bank so bad in customer service? FNB

I sent a query 15 days ago to FNB Investments & I still have not received and feedback?

I sent a follow-up message on 08 October 2026, still no response?

Why does this major bank have such bad in customer service?

"Thank you for sending an enquiry to us. will contact you within 2 working days (Monday to Friday). Alternatively, you may contact us directly on *** to follow up on this enquiry."