Customer Care DOES NOT CARE!!!

A few days ago, I raised a customer complaint about an issue I am facing with insurance assessors. Someone was very quick to respond on Hello Peter, I got a public apology, it sounded so sincere. I now think it's just a generic message sent for all social media complaints. I was told:

"Please be patient sir, your matter has been referred to an expert and they will contact you within 3 working days".

At the end of 3 days, all I get is an email refering me back to the first email I complained about. ALL the questions I raised are still unanswered. Customer Care DOES NOT CARE if I am satisfied or not, but they are happy to tick that the issue is closed. KRIs achieved on paper....