"Customer care"

I got a E-mail stating my FICA documents are outstanding, so I wanted to find out what its about. I mailed their customer care explaining my problem then a day later they called me and when I answered I could hear back ground noise but no voice, so 30 seconds later I put down, I received another phone call 2 hours later with 2 rings then when I wanted to answer the person put it down and immediately after the "call" I got a email stating :" Further to below, I had attempted to reach you now around the FICA matter. Please be advised that you will need to visit the branch as your Biometrics, FATCA(Foreign tax declaration) and ODD(ongoing due diligence ) need to be updated." Then I mailed back for this person to explain to me and I got no response Is this how you treat a customer?