Promised 48hrs has long passed and no response

About last week 02/11/2015 I called clientele legal for a legal claim and I spoke to one of clientele legal advisors who gave me a reference :P *** for the claim and advised me to send him communications that I had with the people I was lodging a complaint to and other supporting documents. I did as I advice and I sent the documents using an email to customer care and put all the necessary reference and an acknowledgement was sent to me and I was adviced I will be contacted within 48hrs and still to date I have not received any feedback. Should there be a problem with my claim or policy I would have expected clientele legal to contact me with those regards but nothing was done.