query number A*** [#***

On 17/4/2015 I wrote to MTN to query how both my airtime and data bundles were used up when on 13/4/2015 I had R1500.00 in airtime and 2 gigs of data..On 15/4/2015 I got sms advising that both airtime and data bundles had been used up..I received an acknowledgement from them that they had received my query and would get back to me..On 6/5/2015 when I had not heard from from them I resent the e-mail..Again I got an acknowledgement and still nothing further...NOW I SUSPECT THEY HAVE SOMETHING TO HIDE AND THAT I NEED TO REFER THIS TO THE OMBUDSMAN...With a reference number allocated to the query surely somebody checks that they get resolved...If they are unable to man the customercare email address then shut it down.