TERRIBLE CUSTOMER CARE

I registered a complaint on 22 July 2020 & I received an email with a case number and to date nothing further. I have been a BMW driver since 2012 & expected much better as their brand is supposedly a better one, but really its not & their service to customers have been in continuous decline. I am starting to wonder if customer care is reserved only for the more expensive vehicles of BMW. Seriously BMW wake up and provide service to customers!