Poor low grade customer service.

My question to Fnb is it standard practice to email its customers back via email that they are closing a complaint, because the can't get hold of them via phone. I mean the email I got says that because they can not get hold of me the case is being closed on complaint number is ***NF. The person who sent that goes by the name of Kensane from FNB digital banking support team. What customer service is that? Slogan how can they help you don't exist if that's how they do customer service. My thing is does Fnb only rely on phone calls to liase with its customers or have they now resorted in going back to the stoneage. Where they've forgotten about technology and that there is email and other mediums of communication.