Nedbank response time

Good day, this is not the first time that I have issues with Nedbank's service delivery, but this time I am not even getting acknowledgement of a request loaded online. Last night I sent a mail to ***, and received an automated response advising me of office hours, which I accept. But it is now nearly 12h00 into the business day the next day, and I am still awaiting an acknowledge and action to my request loaded.