Two months. Zero response

I emailed an account query 2 months ago and again last month. I have received the mail below in response both times. but that all. an automated response and then ZIP. Typical. <br> <br> <br> Dear Customer <br> <br> Thank you for your email enquiry. <br> Your enquiry received via email has reference. Kindly note, this matter has been referred to the relevant department for attention. You will be advised of the outcome soonest.<br> A Reference number will be forwarded to you soonest