Not sticking to consumer SLA's

I sent an email request to *** on 16 February 2024 and the same day I received an auto response from *** acknowledging receipt of my email and that I will receive feedback within 72hours. To date being 20 business days later, I still have not received an email response, nor a telephonic call from Nedbank. Why can big corporate companies not stick to their consumer SLA's, this is really disgusting service.