Unprofessional, lack of acknowledgement or response of complaint

I have lodged a complaint on behalf of a friend. who had given me the necessary POA. The Complaint was emailed to the MOI on the 22 May 2019,with numerous follow ups to which we received no response or even an acknowledgment that they received the complaint. I called on the 3 October 2019 at 4 :15PM and despite the office hours on the website indicating that they close at 4:30PM it went directly to voicemail advising that they close at 4:30?? I called today the 4 October 2019, the recorded message advised that they are all on training? The entire staff? But that does not excuse a non acknowledgment since May? What kind of an unprofessional institution is this?