Can this query be finalised

I sent a query to discovery over a week ago instead of receiving help, no1 seems to want to assist me. Charlotte Samuels then decided she was going to respond to half my quesries and then never respond again seeing that she cant understand the basis of my query. Can someone call me and respond to my initial quesry that I logged with you. I want full answers and a resolution not to be told we have all we can