Appalling excuse for service

I received an email three weeks ago stating that the Priority Pass card would no longer be valid as of the end of October due to Absa changing suppliers to the new Dragon Pass. As I travel a lot I sent an email to the Platinum card email address to enquire when my Dragon Pass card would be ready for collection. The email was sent on 24 September and almost a month later I have still not received a response. Is this the level of service that Absa offers to Platinum clients? Do you have an SLA in place within which you have to answer emails or does Absa just think that this abysmal excuse for customer service is acceptable? I expect an answer regarding when my Dragon Pass will be ready for collection (which quire obviously would need to be before the end of the month) by close of business Monday 19th October 2015.