Could never get through on the phone so E-mailed a...

Could never get through on the phone so E-mailed a query re changing my existing tariff with them to a cheaper one they recommended and had the automatic reply on 28th Oct (case no. 01125239) promising reply in 5 working days. Heard nothing so e-mailed the complaints dept on 18th Nov. Had the auto reply (case no. 02201760) promising reply within 5 days. It is now 29/11/2019 and have heard nothing at all.
So Green energy network. Are you going to sort this out or tell me you will reply in 5 days !!