No feedback on complaint

So I loaded a complaint as my 2 insurance policy debit orders were amended into 1 amount to be deducted from my account, but instead the joint debit order and a 2nd debit order, which was not cancelled, started deducting. A few days after I logged the complaint I received an sms to rate the consultants service that was dealing with the query but I haven't received a phone call or even sms from this consultant that supposedly dealing with my complaint.