Disappointing service

Zama was handling my complaint and had done a wonderful job of keeping in touch and finding out updates etc. However, it seems like she has gone on leave suddenly. I would have thought that Unilever, being such a huge corporate would have systems in place for continuity of issues. However, it seems like if a person leaves, then all issues she was handling is automatically thrown into a thrash bin and ignored. This is a very sensitive and painful issue because, despite their protestations, I have found that what they claimed is not true. They said I am the only one who is reacting towards their product in their way because of my sensitive skin. I have found others, from different race groups, experiencing the same problem, if not worse!! Unilever is losing its reputation because it cannot handle complaints and resolve them properly. I am deeply disappointed and feel very let down by a company I trusted so much.