Bad treatment at Spa customers service

Good morning I reported an incident that happened at spar express Isipingo Shell garage, to Spar customer service help line. Case ref cc***. The case wasn't handled to my satisfaction. They never got back at me with the outcome. I feel that this case was handled with a racial act n feel that they are promoting/ condoning that bad behavior.

What I would like to know is why did they take my contact details if they were not going to get back to me. Did the take this case and give me a case ref just to remove me from their eyes. Please assist me.