Poor turnaround on emails

Its been 3 to 4 weeks, since I wrote a letter of Complain to Truworths. Till to date... I have not received any communication. My Account has moved from me paying +-R500 to +-R1050 for something that is not even in my position. The perfume that is stick at the Grove because I have to fetch it and take it back to Kolonnade, where it was initially bought. I am very dissappointed!