Response rcvd message is false. It's an auto reply - followed by NOTHING!

Do not be fooled. My message was received by Fedhealth and given an auto reply 5 days ago stating they will be in touch shortly. Ref. Les A on 03/04/19 stating "Response Received". Then I receive an automated mail on service survey stating (a) "At Fedhealth Medical Scheme we are passionate about Service Excellence and would like to engage you on your recent customer experience with ....... regarding (Query Number: 020419QBF9F2), and (b) closed on 03 April 2019". This call is what prompted me to go on to this site and complain. This query is in no way closed! The Centre contact played music and then cut the call - without any resolution. We have a different understanding of the words ..."passionate about Service Excellence". Kindly follow up - with a live, knowledgeable person on my cell phone number. Thank you.