Vodacom management lies

I was assured by a customer service manager, I will get the assistance I need. 2 weeks later they send this

We are sorry to hear of the circumstances under which your e-mail has reached us and we apologise for the inconvenience caused.

As per the previous communication; we do not have the information that you are requesting from us. We have to rely on another department to see if they can assist and there is no guarantee.