ABSA communication let down

I switched cheque accounts around April 2020 to an over 55 account so that I would not incur any fees. This has worked fine until September 2022 when I was charged on 2 September. On my charge statement for the period 9 August to 8 September this charge was not reflected. This I queried (both the reason for the charge and the non-appearance on the statement) with Tsego at ABSA general enquiries on 8 September. To date -19 September as it is only 8am on the 20th - i have not heard anything from ABSA - have they just not communicated? Do they not know how to solve my query? Absolutely not acceptable - both timeframe and length of time to reply to a client query.