I contacted them in regards to a ***** case

I contacted them in regards to a ***** case. 18 emails later, no response, finally an email to the CEO, somebody intercepted the email, guess the secretary, but suddenly they pretended to help. Yet, they still did nothing. Lost loads of money, due to their lack of customer care. Have been a customer for 27 odd years. Is it custom to have to write 18 emails, then to the CEO, just to be told, there were holidays and they cannot help me. I can supply correspondence. I am so disgusted with their lack of service.