NO response after logging a formal complaint

I had experineced a terrible issue at Gold reef city theme park on the 26th of December. I had filed a complaint and even filled out documentation regarding this. I was told that by latest Tues (29/12/2015) I would receive a response. To date NOTHING at all! I also see many complaints on this site regarding Gold Reef City theme park, so what does this mean? Is anything being sone about it or not?