Standard bank do not reply to emails. They take my money but don't explain why? .

My bank statements have an incorrect email address to contact for account queries. I used the call centre to get the "correct address" from a very rude operator. I emailed my queries on Feb 19th 2019 and a follow up a week later asking for a response. Complete and utter silence from Standard Bank. Not even acknowledgement of my emails. I have my valid reasons for not phoning. I also wanted a written record of how they take money from your account time after time after time and will not explain or answer written enquiries. Why put an email address on the statements? Why put a false email address on the statements? Why not reply to my emails? I think they want to force you to use the call centres and make life so difficult through that system that you give up. Then standard bank keeps your money month after month.