Streama issues

It seems that you will only get a response if you reply publicly to the response from DSTV to your original negative review. After my review of the DSTV Streama I was contacted by Multichoice and received an email asking for all the details of the complaint together with technical info. I filled in the requested information but after sending the email it bounced back with the message “ sm *** only accepts messages from people in its organization or on its allowed senders list, and your email address isn't on the list.” Is this some kind of joke? You send a customer an email asking for details but the customer can’t reply. Very unprofessional! I did respond privately 24 hrs ago without a response so I have no choice to try posting publicly.