Never get back to me

I have two account, a credit card and a loan with Standard bank and a year ago I moved out of the country but kept all of them active, recently I wanted to close my accounts and ask if I can freeze my loan repayment for a year, and since Im in Canada I couldnt call standard bank so Ive sent several secure messages from my internet banking, several other emails from their complaints page, but no answer whats so ever, nothing. I'm wondering what kind of a service the bank is offering when they cant even reply back and say we got your message.