ICASA ignored my complaint

I sent a complaint against Mweb to ICASA three months ago, received response with ICASA Complaint ***/21. Till today that complaint has not been resolved, a rude Mweb consultant named Narusha gave me a call once & was supposed to send me a copy of my contract..I am still waiting. Resent my complaint to ICASA and they did not respond. How is a person supposed to resolve or get their complaints across the ombudsman if ICASA ignores & does not even get back to the complainant to check if the issue was resolved?