Does this Ombud actually exist or are they just completely dysfunctional?

What do you do when you write to the medical aid ombudsman and he does not respond? Well, you wait eight days and you send him a polite reminder. When he ignores that too, you go to the website and complete the details in that little "Contact us" window. When you still do not hear from him, you start to wonder if he really exists? Three letters, 14 days and absolute silence. It is a beautiful website, full of promises and but where is this person? To make it worse, they do not even know what I wanted. It was just info, not even a complaint. Can someone help please! It seems to me that you just can not #WIN.