No response from FNB on requests via mail. Homeloans / Cessions

I have been requesting a basic Cession Letter from FNB for over 3 - 4 weeks . You cannot call the department as they do not take telephonic calls, they only deal over email. When you send them an email you get a response stating that they will attend within 48 hours. In my case it is almost 48 days and absolutely no response. It is really frustrating from a company like FNB to totally disregard their Clients and ignore their requests. They are more than welcome to give me a call if they care.