****med - and no-ones answering the ***** line in order for me to report it?

I've been trying to contact their ***** line for the last 3 days with no success. Sending an assistance request via the customer service email address was also met with no success??? I don't understand how it's possible to call throughout the day with no-one being able to pickup the phone, if that's the only way to report ***** or ****s that happens on an account?? FNB please help!