No communication or acknowledgment of the email

Last week i complained about the old mutual debit order reversal and Morseki Khasane asked me to provide a proof that i had previously asked Old mutual to cancel my policy, i sent him screenshoy of the email that i once communicated with old mutual, he never acknowledged my email ot responded to it, can someone please reverse my money bank into my account, this is poor service from FNB, i have had 2 complaints so far and none of them have since been resolved