unhappy client

I was a first time buyer of vehicle through finance , I was not advised on options I had when it comes to interest rates increase , I was so confused when the installment kept on increasing , I laid a complain as I felt i was treated unfairly. I was suppose to be given options , I got an agent by the name of Mpho who handled my complain after a day came back to me and said he was told there was no way i was not given options , which meant i am lying , he than said i must apply for restructure as there is nothing they can do on their side , we can not change the contract I already have :(

since i can not prove my side of the story, nothing was recorded , as it was just me and the finance lady at the dealer , I understand I have no case , I took the agent's advise to apply for the restructure , I got a lady by the name of Lorraine Mpela who responded and asked for my ID number and the vehicle description , and i sent it right away ,I never heard anything from Absa since 24th May 2022, I did send an emails to follow-up no one ever responded .

I'm here confused why no one is letting me know what is the feedback , how long is the turn around time ? this is so unprofessional especially for a company as big as Absa i would expect more :(

I literally do not know what to do to be assisted .