Standard Bank
No email response - poor feedback/support

In January I have received 2 letters, regarding the payment for my Credit Card, with 2 different amount requested:
1st
letter, dated 18/12/2012,
states "Amount due": 2568.65 R

2nd letter,
dated 19/12/2012, states
"Payment due": 1774.83 R

Being a problem for me, to make phone calls during working hours, I have been trying to contact card division, to obtain info, via email since january: no response at all.

From: [email protected]
Date:02/01/2013 8.19
To:

From: [email protected]
Date: 06/03/2013 11.32
To:

From: [email protected]
Sent: Fri Mar 22 19:11:01 SAST 2013
To: [Email Removed]

Finally, after open a complaint, a "Senior Complaints Consultant", Mrs Samantha Ontong, phoned me on 2013/04/11, and, after my request, sent me an email:
Good day Mr Cagnetta
The credit card is currently revoked with an amount past due of R818.60, the installment due R1341.45 by the 18th or the account will move into collections.
...
Just asking me for the payment, providing no support and/or without investigating the compliant.

Why support is NOT provided via email?