No response to my enquiry

I sent an enquire via email on the 8th of october and I Only got an automated response. Then on the 15th of october I sent another email and complaint to their email. The only responds I ever got was that my query has been forwarded to my branch for investigation. Which to this day am still waiting. And according to their policy they say they only take three days to resolve matters and if they cannot then they give ua time frame as to when they will. Am very frustrated right now.