Broken windscreen

Good day

I don’t know if this is the right place to lay a complain, on the 28th of September I had utilized the parking lot at FNB parkade in JHB CBD. Due to load shedding, the boom gate hit my window as I was making an exit. The matter was reported and I had been told that the damages would be covered. The problem now is that it’s almost been 2 months and the people assisting me with this issue are ignoring my emails when I ask for an update. Is there anyone who can assist?