There are certain sinhala words were you cant give a direct english translation. The meaning of such a word changes with the context. "Hodamai" is such a word. It sometimes means OK, sometimes Good, uses when you accepting a certain command.
Send a letter stating your problem to the Manager - Customer Care, by fax (mentioned that you inform CC but no action has been taken so far). See how it works out. If not, after waiting for about a week or two send another letter (by fax) referencing the former one but clearly mention that if...