There is no service within the Share Investing Department

A couple of weeks ago I filled in a forms of FNB with the question if they sell a specific product. Following the prompts I opted for email as preferred answer.

Than nothing happens. I collected some ref numbers but didn't got an answer. I lodge a complain at Hello Peter and at the end, there was not the answer, but an email, that the Share Investing Department tried to phone me. I answered that I am abroad, not reachable via phone and a wanted the answer via email. If they are not able to write an email, they can phone me on Tuesday which is today. No call at all. I never had such a ******** communication. This all for a simple 3 digit answer YES or No!!!