One month with no feedback

I wrote my first complaint on the 7th of October about a contract I purchased. I was given a reference number (SM153718), and was told I would be contacted. I wasn't contacted, and wrote another complaint on the 21st of October. I was told that my complaint had \been escalated to the relevant department"and that feedback would follow. I have STILL not received any feedback. I emailed the address I was given [Email Removed] twice"