NO response from customer service

I had submitted a complaint to MBSA on 29 Jan regarding poor service received from the Constantia Kloof dealership, where the service manger, Werner, refuse to take responsibility. The customer service agent, Themba, had called me requesting info on the vehicle which I had asked to send an e-mail. I responded to his e-mail with my vehicle details and the nature of the incident, he claims he has not received the e-mail. Is this MBSA's way of disregarding customer concerns?? Is this how a 'prestigious brand' treats its customers??