Terrible response times from FNB for a simple query

No response from FNB for nearly 2 weeks?

I phoned in to the credit card division with a query about a charge and refund amount (the refund amount was R900 off from the charge) and they said the only way I can get a response by submitting an email to ***. Which I did. No response after 2 follow up emails and it's been nearly 2 weeks now.

Reference from the automated email response: ***