Lack of Customer Care

I’ve put through a query via email on the 4th of May, i followed up again regarding the same query on the 7th of May as i had heard nothing back. I found no joy with the contact number and was directed to Tobi. I chatted to a consultant named Lance Matthews who was very kind etc but my issue is to date i have not received any feedback. I followed up again today and i called in and i was being given the run around being transferred from Customer Care to Vodabucks only to be told i need to contact a different department. To which i did via email and they advised that my query is for a different department and i should contact Customer Care. Clearly the consultants are not that knowledgeable if I’m being passed around from one department to the other only for it to be incorrect. All i want is for my query to be addressed and resolved by the correct department so that i am not debited for an amount not owing.