Case closed abruptly

How do you close a case abruptly with no correspondence thereof? We were asked to respond within 7 days to your correspondence, of which we did after 30mins of receiving your email. We even sent a follow up email prior to the 7 days lapsing, and we haven’t heard from you since. Today, a month later, we called to follow up on our case and we were told that the case has been closed, when a conclusion or ruling hasn’t even been reached / made. Do you really have the interests of consumers at heart? are you really protecting and assisting consumers?