PnP ignore customer requests

Some weeks ago I emailed PnP about two matters. One was a query and the other a serious complaint. I couldn't find direct contact details for their head office so I had to use their customer care email. Which has proven to be useless, quite honestly. All they did is email me back with reference numbers and that was it. No answer to my query or my complaint. So why bother to have customer care emails when they ignore the emails? A billion rand organisation and they don't answer emails. Nice one guys, thanks!