no help still after 3 days

On Monday 19 October 2015, I called through to Pastel support and was assisted by Zamani Dlamini, who was helpful and polite. he then passed me on to the next dept and i followed the instructions and sent through the forms 2 hours later to the lady he asked me to send it to. i sent through an email yesterday for a feedback on the status of the reg forms. i am currently typing while on hold for 25 mins. the lady here says that my emails have not been received. i had sent the email to Paulina and Zamini. when my licence fees were due, i received constant emails. yet when i addressed an email to the lady, Lisa Wagner, like the Pastel email mentioned, not a single reply from her. i sent the fax thru and only received a reply yesterday. Maybe Pastel regards the small business as insignificant to pay any attention to. the supervisor now tells me he apologises and will attend to it. How time does a company of such magnitude perform at standards of such. Now i have to resend a third email for a small query. My time and business being held ransom by Patel. Why then do they offer Support? Look through my records of how many times I have actually used the Support that we pay for?