Very poor service from the E-Mail department

Poor experience received from Old mutual e-mail department. I sent and e-mail on the 04/02/2022 and again on the 15/02/2022 and both times i received a document stating the turn around time being 10 and that payment to be made with that period and may vary according to bank. However no details of how much will be paid or to which account considering one of my enquiries on the initial email was regarding possible ***** on my Oldmutual profile. No human interactions is on the e-mail just a document advising of SLA for payment. I am so disappointed considering that Old mutual is a BIG FINANCIAL company but no regards for my financial security/exposure. Its like my emails were simply attended to by bots with no human intervention at all.