Poor Customer Service - Lack of feedback

I contacted dial direct regarding monthly payback for August that was not paid. The reason given was that the App calculates trips on a 28 day period from last day of the month. After requesting a recording, I confirmed on the 28th of September that this was never mentioned to me and was the first I heard of it. The very helpful consultant (Kgomotso) listened to the call and confirmed same. His manager/superiors were next to listen to the recording and provide feedback but have not heard from them.