Incompetence/Laziness/disconnect in SANRAL systems

I logged a query/complaint through the SANRAL/e-Toll VPC web portal regarding an outstanding amount that I apparently owe SANRAL (1 of the charges includes my Venter Trailer?). I am one of the few registered e-toll users who actually pay my tolls (stupid me), and I have a positive balance on my e-Toll top-up account. When a query/complaint is logged via their web portal, it includes an account holder's name, account number, details of the query/complaint, etc. I receive an e-mail from these people asking me to provide them with my VPC account number or vehicle licence number, and then the Enquiry Status is marked as Closed. \Please send us the Vehicle License Number or VPC Account Number in order for us to assist you accordingly."How did I manage to log the complaint in the 1st place without providing my VPC account number and how is the query marked as CLOSED?? Now I truly understand why people refuse to pay SANRAL - they're not taking their own business seriously. """