Bad service, waiting long for responses

i made a 2 month arrangement and i said i want to settle the RCS account, i was told to write a motivational letter and they will send it to Makro, email was sent on the 04/04 to motivate for a discount, i called them and i was advised that they will respond after 5 dayd, today is the 16/04 still no response, i am not sure what kind of a company is that but i am unhappy about the service one is getting,