MERCHANT CARD MACHINE

I have reported and met with Mark Naidoo, from the Capitec Card Division in regards to my query. I want to establish how a merchant card machine was obtained - against my business. This gentleman has reverted to me and advised that Capitec has followed all due process....???? I then went to the banking ombudsman website and am following the process - being very patient, since this all happened last year. I have written a formal complaint and query to the Capitec Ombudsman on the 1st of April and was advised that I would receive a formal acknowledgement of my complaint within 24 hours.....it is now 19h36 on the 7th of April 2016 and I still dont have an acknowledgement!! Does this mean I have to wait 20 days for a full response? Besides the financial loss we have suffered due to the problem with the merchant card machine...the lack of professionalism on the side of Capitec does not fare well. Is this the service we expect in our country from a large banking institution as Capitec?