How to follow up a Complaint??

Does anyone know if email replies get read and acted on from the complaints resolution team. I put in a complaint, they responded quite quickly with a resolution and asked me to reply to the email - which I did.... nothing for 3 days, replied again, nothing again - since spent the day either on webchat or phone speaking to various agents who could see the offer I was given but couldn't act on it and suggested I contact complaints again! This could all be resolved if I could just get a reply from the email.

complaint no C-2404241127 if there's anyone out there....

ps - the 'my cases' in your account dashboard doesn't seem to exist!