Absa bad service

Bad Service / Response received from Absa. I have received a letter in the post regarding a refund that was due to me. When the documentation was submitted via email, I received a return email confirming the matter was received and response will be done within 15 working days. Monday will be exactly 15 working days. Do they really have to take the maximum time to get the matter resolved? The communication is absolutely poor. No confirmation email received from Absa that the documentation that was received was correct and the further timeline the reimbur*****t will take. Really poor service.