No response from Vodacom

Hi Vodacom, I have emailed your ***** department last week Wednesday (3/5) and then again a follow-up this Monday (8/5). Customer Care said I would get a case number etc. So far, I have had no response from you at all. Why? What is happening? I just now got some crazy SMS from you saying 5k+ rewards point are expiring - when I checked with Toby I see (and this is correct) I only have a 110 points (also shown on the app). Please be a little professional and respond - other corporates respond immediately, even if only with an automated response confirming receipt and a reference number.