Standard Bank
No response on secure massages

I sent a secure massage via internet on the 30th and 31st of January. The first request was my 3months stamped bank statement and the second request was for reversal of transactions the occurred in my account. Its the 3rd of February still no response. All I want to know is why have a service that is not working and the response was suppose to 24hrs but still haven't received any feedback.