Second time laying a complaint for the same problem

This is the second time we are laying a complaint regarding this account with Direct Axis. We received prompt service after the first complaint, but have been struggling to get feedback after disputing the amount outstanding on this client's account. Patricia Mooin (Customer Relationship Management Team) informed us that the matter had been escalated to senior management and that they would be in touch 2 November 2017. This has not happened. Follow up emails and calls for feedback went unanswered, until I was finally able to get hold her telephonically 29 November 2017 when she promised me an email response would be received by us before the end of that work day, but this has not materialized, and emails and telephone calls have again gone unanswered.