Simply Ignoring & put phone down

I send various emails regarding an application form that has been sent to me. I had a query on which option to take. As per previous emails Mandla Mohlamonyele has been put in charge to deal with this matter. Every time I send an email I requested a read request, I also phoned 7 times and left messages to phone me back. Then I e-mailed the call centre that has an automatic reply where they send you a reference number. Up to date I've received reference numbers, but never got a call. This morning, 20 February 2015, I mailed Mandla again and took the liberty of phoning him. I eventually got hold of him and he told me my call has been logged. That is not what my email requested. I only requested some information. Obviously he didn't read the emails I've send. It's easy just to forward a query and never getting back to the customer. I asked Mandla can he not assist me as his contact details appeared on the email send to me. He then advised me that he is going to read the email now. He then put the phone down on me. I tried recalling 4 times and still no response. Is this what a representative is for? It's a basic query I had.