Patronizing Customer Service

I sent a heartfelt email inquiring about a possibility of getting a consolidation loan from Capfin on the 27th of July. Since the email was of exceptional circumstances i asked nicely that the email be sent to Management for perusal and a decision, but this was not done because i received feedback from a Call Center consultant named Thandeka. I again asked that the request be please forwarded to senior management but i received a call from Veronica who is listed as a Customer Service Consultant as well. She asked for some document which i sent to her the same time and she advised that the letter was forwarded to the relevant department. But since then i have not heard any further feedback from Capfin and emails are being ignored. I might be in a desperate situation but i think Capfin can do better in terms of Customer Service. Some feedback will be appreciated!