No easy way to get assistance

I contacted FNB via the online web form because I had an equiry regarding my online bank account. I chose this patform because it is easier to show the documents in question then to explain it over the phone. And a phonecall tends to be expense. I requested the info regarding the matter on 22 July 2019. As of today, 30 July 2019, I still have received no reply regarding this matter. Banking should be easier now than before because you can pop them an email and attach sceenshots or documents that mak it easier for the banks to understand the problem. So disappointed with FNB. The only redeeming quality is the low bank fees. But service would be a great benefit too