Still waiting after a year of no response

I am still waiting for MiWay to respond to a request I submitted over a year ago. This is honestly unacceptable. They only responded once to give the impression that they would address my query, and since then there has been complete silence. It seems MiWay only responds on social media to maintain appearances, but when it comes to actually resolving issues, nothing happens. If this claim is no longer valid, they should at least communicate that and provide reasons for the rejection. That is the ethical thing to do especially considering that the other party admitted fault, and we followed all instructions, including obtaining quotes. After all that, the process has simply gone cold.