Mediator that does not assist

I reported Telkom Mobile to them on the 8th January 2016 for not cancelling my contract as per my request on the 1st December 2015. I received a case number - 31314 G7M6X5 sent 2 emails to the complaints officer and still to date have not had a reply. What is the point <br> of having a governing body that does not do their job.<br>