Don't expect a reply on email

Is it protocol not to reply to emails from customers especially after the customer was asked to send correspondence to a specific email address? After a mistake from Multichoice I'm without Dstv since 1 January 2016. I wonder if I will be responsible for payment of the 6 days that I wasn't connected. The friendly and helpful lady at the counter, assisted me to the best of her ability but after that I was treated like a ***** or something and had to explain the whole incident to the line manager over and over and over. The Manager assisted and suggested I send an email. Well since my email I have not heard a word? This is my first ever deal I made with Multichoice and I regret every second.