2-POT Queries

Limited Scope on employees i have a log sitting for some time now and when i spoke to the agent they telling me they don't know how long will it take to be resolved and was like why? Submitting the tax directive must not be an hustle because this is their in-house issue and its not good to keep writing negative reviews here so that the query can be resolved. I suggest they should make all the information available to their employees when customers needs to know the status of their query.