NO RESPONSE

I have been trying to get a simple response from FNB regarding a cession letter that I need to cancel my life insurance policy with Discovery. I have emailed FNB home loans twice with the request along with instructions and both times been promised a reply within 24 hours. However I have received absolutely nothing from FNB. Not even a simple response. This is painful FNB. PLEASE HELP ME!! Why do I have to resort to this to get simple assistance. The home loan acc