Vodacom query reference *** of 3 December 2018

On 30 November 2018 I tried to send two emails to a UK 'BTINTERNET' address. These 'bounced back' but I was able to confirm the addresses were valid as my daughter in UK was able to use these without problem. I phoned Vodacom Help desk on 3rd December and at their request sent them (at 13.25) the two error messages I had received. At 09.33 I received an SMS advising that my query had been escalated to 'Solution Experts'. I had no further response so at 08.38 on 10 December I sent a 'chaser' email. At 09.53 on the same day I received an SMS advising that the query had been closed. I then received a phone call advising the query was being escalated at which time I advised the consultant of the SMS just received. Despite follow-up emails on 18th and 27th December I have had no response since the call on 10th December.