No feedback from FNB Merchant Services

I bank with FNB, both in my personal and business capacity. I own a retail store where our merchant device is not with FNB, but I thought I'd enquire about getting a merchant machine from FNB since all my other accounts are already there. FNB has this "great" facility where you go online and complete a "Call Me Back" page where they will then call you back. And this is why I chose to bank with FNB as I can do almost everything online. Clearly not, as the Call Me Back service is not working, and I tested this on two occasions. I even received my reference number via email and in the email it mentions which number to phone to follow up on the query and that you can expect a response within 5 working days. By the way, my query was rather simple, send me a breakdown of the merchant services pricing so that I can compare this to my current provider and make a decision whether I should move to FNB. But it would seem that FNB Merchant Services has enough clients and that there is no need to possibly get more business, even if the client already banks with FNB Business. So after more than a month since my first request I contacted the Merchant Services on the number provided in the email ( ********** ) to follow up on the queries, reference numbers being 2XAKLYT8 and KZ46MM7 and I was told that the reference numbers are not correct and I should rather send an email to **********

My question is, why do you have the functionality of a Call Me Back service if this service is clearly not working. Instead of making things easier you are complicating simple queries.