Promises that aren't kept

Yesterday the 21st of October I arrived at the Standard Bank Fourways Branch at 15:00. Where I stood in a queue for 30 mins. I was then told after 30 mins that the systems went down and they wouldn't be restored again until today the 22nd of October. I was advised by a lady that she would complete my request today if I left my details with her. I have emailed her twice directly asking her if she has done what she promised and still no response!!!!! I am disgusted and very unhappy.