Lack of communication or any feedback

I wrote a glowing review a few weeks ago regarding this business, however, the experience that I have had since has been **********. I received a claim reference, and have been following up with no response or any updates at all. I have phoned, to have the phone put down, told that Padi Makhubo is looking at it but still waiting for some form of update. I am assuming that nothing is going to happen as nothing has happened since. The email is directly to the consultant. I think I have about 5 different case numbers and I am sure that this will just get lost, but if the possibility that something moves quickly and some answers would be great.