No answer from emails

On the 24th of December I phoned FNB to notify them on my dad's death seeing that he had a credit card with them. The lady gave me an email address to send documents through. Im the executor of the estate and emailed again early Feb with all the documents. No correspondence from them.

I wrote there complaints dept they tell me to email deceased estates. So tell me how are they handling the complaint when I have to email when dont reply to emails