No feedback after 12 days!

On the 10th of July I called the call centre and spoke to Cynthia regarding my Sunrands that expired. She advised that I should forward my query to [Email Removed] I followed her instructions and she also took down my details. 12 days later and I have had no feedback at all! Is this the type of service your company is proud of? I am utterly disappointed. Please have my query seen to asap! I have left my details in the relevant fields on this complaint.