still waiting for a feedack

last week I raised my concern about how Absa is declining my vehicle finance application, Nthabiseng Sibande was handling my complaint, after a day she sent me an email telling me that my application was decline due to low credit score/default, and told me that the case was closed from their side, but how do you investigate and close he matter without engaging me? well I was told that I must contact her if I have queries and I sent her emails but she just read them and keep quiet can my matter be escalated to someone who will be able to provide me with answers when I ask please!!!!!!!!