Not getting the correct reply to my complaint

I wrote to checkers customer care last week, about no SASSA tills for the last two months at the Bayside Mall Tableview CT. The first reply I get is to contact Money market, what for I I don’t know. Then I write again and today I get a call, and the person doesn’t answer my question, obviously hasn’t read my query, so she was going on about long queues….how am I supposed to get a decent response to my query? I thought customer care was there as support and respond to complaints.