Closing query without it being handled

I sent an email a week ago to Medshield querying how I go about to get my chronic medicine as my chronic benefits was just approved. Took a week to get a response and the only response was that the matter is closed and that I should apply for chronic benefits.... I mean really... it was already approved, that was not the question. Do you even read your emails before closing the queries? Query Number : 070515Q95VS5