No service from people, onlly computers. Computers cannot resolve problems!

I am trying to verify the service status of two properties in Midrand and request new keypads. I submitted an enquiry on 15 March 2021. The e-mail was promptly acknowledged by a computer, confirming that "a support ticket has now been opened for your request. You will be notified when a response is made by email." It is now more than 2 weeks later and no response e-mail has been received. Is this lack of service indicative of the results of a monopoly, or understaffing, or is it just poor service?