Poor service from financial coach

I am currently very disappointed with the service from Financial coach Netsai Ghwoto, My financial coaching session was done 3 days ago- Kaelo money has a process in place where a financial coach has to send feedback to unlock your account, I have sent over 10 emails- to which she hasn't even responded- I have received feedback from Kaelo who said that she hasn't sent any feedback to unblock my account