No response to query logged

The emailing system is frustrating with little to no response to email queries sent. You call and get told no one can assist you via telephone you have to send an email and then get told they will get someone to call you back which never happens. I have sent an email 5 days ago asking for feedback regarding my results and no one can give that to me a whole week and still no response. The responses I did get was to email different people and departments even emailed the lecture I was told to email was even told my query was escalated to management and still no one has bothered to response or call. The email system needs to be relooked at!!!