lying staff and no interest in service

I recently complained about a change on my vitality that I did not request nor authorise.

Many days passed and I received a mail asking to rate a specific employee's service relating to my resolved query. i gave the worst rating possible and stated that I did not have any contact. Again several days have passed and no one seems bothered to follow up.

Is everyone still on leave? is this what I should come to expect as your service?