Nedbank no longer pride in her services and credibility

I reported security breach to my account and requested for investigations and feedback on the matter. It has been four days since and apart from the automatic generated reply, Nedbank has not bothered to contact me and let me know the progress on the matter if any. This is just another example how once professional organisations now frown on customer services. I wonder is this official Nedbank management policy or is it case of individuals making a mockery of customer services