Is it a deliberate policy not to reply

This is a Copy & Paste of an Excel spreadsheet highlighting Standbank's level of Service Date Mode of corresspondence From me what was the email about Status 15-May-26 Email with Excel attachment From me to - Petunia & copied to Helen Why am I paying Fees when my account balance is R0:00 No Reply 13-May-26 Email with Excel attachment From me to - Petunia & copied to Helen Why am I paying Fees when my account balance is R0:00 No Reply 11-May-26 Email with Excel attachment From me to - Petunia Excessive IP( Insurance Premium) payments No Reply 08-May-26 Email with Excel attachment From me to - Petunia IP Fees over the Years Got a reply 08-May-26 Email From Petunia Case Number ***9- we are still investigating will let you know once case is resolved - this is reply to my IP fees over the years email - since then - nothing and today is the 20May Still waiting for details of any outcome - Assumption - case number relates to " IP fees over the years " 05-May-26 Email me to -Petunia Please give me a description and the status of case numbers ***2 & ***3 No response 08-May-26 email Petunia copied to Helen on 25 March Petunia told me she was closing case numbers ***- I followed up with " what is case number ***2 all about and what was the result of the banks investigation No reply - today is the 20 May & I still have no idea about " what is case number ***2 about & what was the banks answer to my complaint 05-Jul-26 email me to -Petunia I ask Petunia what are the definitions / differences between Monthly Installments and Monthly Debit orders because to me they appear to serve the same purpose - I also ask what specific " Bank Charges " am I responsible for , what are the amounts and how are these amounts calculated - telling me I am responsible for " Bank Charges" is meaningless No response 05-Jun-26 email From Petunia to me we have logged your complaint as reference number ***3 and it is due on the 8 May'26 Today is the 20th - Ihave no idea what ***3 is about and the 8th has come and gone - 3 WEEKS AGO 05-May-26 Email me to -Petunia Please explain why R6500:00 in Legal Costs were added to my HL account No reply, 05-May-26 email me to -Petunia Financial costs - figures do not add up No response 21-Apr-26 email me to -Petunia date and time for phone call and Please tell me what case number ***2 is all about arranged date and time for phone call but no info on case number ***2