Poor follow up on complaint

I laid a complaint through Hello Peter regarding Internet Banking and Call centre. When I was called, I asked if the complaint had been read and the telephone call been listened to. The answer was no. I than asked the person to read the complaint, listen to the call and call me back. He did not agree to and kept talking. I received an email stating that the complaint had been completed. I informed him that I was with someone and ended the call. I have since sent an email which has not been responded to.