queries repetition

Time and time again i recive mails from nedbank cib, the mails have been answered yet i get the same query over and over again.i will not keep re sending the queries over and over again if the staff of cib are incompetant.also i am told over and over again that i nwill be charged if this is so all charges will be reversed.i also have work to do and dont have time to repear queries for the bank over and over again.very dissapointed in the manner which it is handled