Complete lack of response 15 days after logging a query and a follow-up call-center correspondence

I sent I thorough and exhaustive e-mail on the morning of the 5th of March (-MailRef# ********** 219#-). Still waiting for a reply, and after 15 days and a long call to the Vitality call center to track the status of my query under the above-mentioned reference number the consultant wasn't even able to find anything logged on the system. Why receive a confirmation e-mail with a reference number if the company is not processing my query? The nature of my query was time-sensitive and urgent but needed the screenshot evidence in order to support my case. If I am not able to utilize the activity reward in question due to the Vitality department's delayed response, I'll be keeping this review on a 1-star rating.