No reply from Phishing helpline /email

First of all, I am not a Standard Bank client but have thought about opening business accounts with them but because of this I will definitely not become a Standard bank client. My husband is the owner of a law firm. I run the finance department. We have been receiving Standard bank statements of a homeloan as well as a credit card. I have been deleting the statements thinking it is a phishing email, but in last week I noticed that these statements are being sent at least weekly and the email adress seems legit. *** I still am not interested in opening any attachments to the email address fearing it not to be from Standard bank at all so I instead decided to seek the help of Standard bank's ***** department. I phoned their ***** hotline. Was on hold for 20 minutes and then gave up and put the phone down and rather sent an email to *** I explained the situation and asked for help. One week later... still no reply! Is this how you handle people seeking assistance with stopping possible ********?