No Response on query

I emailed my prestige account consultant on the 21st January 2018 requesting an explanation as to why I was charged R 65.00 for a cheque book I never requested as well as being charge fees on accounts that has a balance of more than R 10,000.00. I emailed him this week for the third time as I have not received any response from him. I also advise him that I would be escalating this matter if I did not get any response from him by the 21st of Feb 2018. I also emailed his supervisor but also never got any response from her s well. This is un-exceptable. Please advise what I must do to resolve this matter. I can furnish you with the names of the staff members if you so wish. My branch is pickering street. Port Elizabeth.