no response on query logged in Jully 2025

Please kindly be advised i have an ongoing query pertaining to a transaction that was missing on the tax certificate which was logged in july 2025 and i was told it was escalated to Their IT department and that you would contact me with feedback. about a transaction declined by the medical aid in March 2024 then they later paid half of it and i had to settle the rest in October 2024

Now its the 10/09/2025 no feedback. Sitting on the call for over 30 mins being placed on hold and the consultant has no idea what is happening.

Now if the consultant who work there has no idea ,how am i supposed to know ?

I need feedback on this matter cause its been way too long im sure communication with the relevant parties involved is not done via ***eons or falcons. when i send an email their response is sending me the incorrect tax certificate with no response with regards to the ongoing query which clearly shows that they are not reading their emails.