Disgust at pathetic customer service

Following a request to SAA to consider refunding a flight that I booked from Beijing to China, I received a generic confirmation from them that it is allocated to a case worker and that it is being attended to. They promised to attend to this more than two working weeks ago after promising feedback with 10 working days. Since then, I have sent numerous e-mails but every time this generic message pops up. What has happened to the human touch or do they not care about serving the customer any more? What prevents them to write to me?