Staff go on leave and the business comes to a standstill

This is now my second complaint as my first one logged was ignored. I received an email on the 14/12/2022 stating someone would give me feedback within 5 business days but i am still waiting. The consultant Talia Mohammed from the third party division tells me she was on leave and she will respond, now why does your staffs annual leave have anything to do with me, all i want is for someone to take this seriously and give me feedback. i am the third party and my vehicle has been damaged, i am not prepared to wait for generic email responses. Please can someone have the decency to pick up the phone and call me. I have done my part of this claim, i want my vehicle fixed