Why are you taking so long to respond to my email query of Monday 16th?

On Monday 16th I sent an email to your *** re troubles with the upgraded app. I quoted in my email your ref *** relevant to an earlier case re the "new" app and marked my mail for attn of Beauty who had handled that earlier matter Since release of my mail at 0907 on 16th I have not received your usual automated response with a case ref and I have not yet received a call from an agent (preferably Beauty) to address my issues. Could you expedite please? Thank you