Online Feature Store -No Response

On 27 October I added a new Cellphone contract feature via ABSA's online feature Store. I have received a confirmation email stating that somebody will contact me soon to finalize the application. On 30 October I contacted customer service on ***and the lady informed me that she could see that nobody has contacted me and she will escalate the matter. Somebody will contact me soon. On 3 November I phoned again and the the lady very proudly stated that the application is with Telkom and somebody will contact me soon!! I also inquired about their SLA with the Service provider and I was informed that the customer must be contacted within 48 hours and the phone must be received by the customer within 5 days!! Its now weeks later and I'm still waiting for any feedback. The service is shocking and clearly not well managed. Could I please get an response from anybody? Or is this how ABSA treat their loyal customers?