Tebogo is ignoring my emails

On the 24th of December 2023 I logged a cashsend query on the email provided "***ca". On the 28th of December 2023 I received a response from a Tebogo Thema ***ca with a cc'd ***ca informing me that they have sent the case through for ATM balancing we will provide feedback as soon as they confirm surplus for the amount in question. She also informed me that ATM balancing takes 5-7 working days.

I have followed up on the 4th and 8th of January 2024 to find out the status of my cashsend query and they outright ignore my email and do not respond back. Is this the professionalism I should expect from Absa employees?