No feedback!

On the 18th of January 2016 I booked a flight for my elderly mother to fly to East London on Wednesday 20 January 2016. I had arranged for a wheelchair as my mother is sickly and elderly. I was advised to please phone again in 24 hours to ensure that this has been arranged, I phoned on the 19th of January again and had to have forms signed by my mom's dr to permit her to fly. I was told when I phoned that they had not logged the request, but that they would do it then. I also checked with the lady at check in whether it's been arranged and she confirmed it was. My mother was given a wheel chair at OR Tambo, but upon arrival at East London airport she had to walk from the airplane to the terminal! Why go through all the arrangements and jump through all the hoops if it doesn't get done anyway. I sent a mail to Nazley Morgan who then forwarded this mail to Tsakane Rambau who responded saying they are investigating the matter and he would get back to me, it's been a week now, I sent a follow up mail two days ago to find out why I haven't received feedback and to date I have not had any feedback.