Accounts Department Disappointing

I logged a query on my statement with Vox on the 1st of November. I called them the following day and they confirmed that my query is being investigated. I have not received a single call or email from them regarding the query its nore than 48hours after the query was loggged. I've tried to call the accounts department several times in this morning but the phones go unanswered. A receptionist in the Cape Town office has taken my details but no one has called me back more than two hours after my attempt to get them on the phone. This is very poor service. Why do they have phones in Accounts if they don't pick them up especially in the morning when they have just opened for business? Why have I not heard back from you regarding my query logged several days ago?