Unresolved concerns and no feedback

Firstly, I had a query which dates back to October which I was advised that a conclusion will be advised to me by latest 17th November and still no feedback. This was by 08th November by Shamiela Johr.

Now, I have another query which is a follow through on the previous unresolved (not concluded) case. Each time I log a query on the AF App, I get responses that feedback will be provided within 48 working hours. I have since logged the same query twice and the last feedback I received was from Joyce Zonele on 24th November requesting for my ID number to which I have provided but, still no feedback. I am very upset with AF as my 1st query is still not concluded and this was bya staff member who is supposedly a senior in the complaints department (Shamiela Johr). That query hasn't been resolved or at least Shamiela was supposed to have contacted me as she had advised and that's only customer courtesy. Now everyone from AF is just mute.