no response for over a week - really 24-48 hours

I called in to the helpdesk at 9:26 am Friday 12 July to query incorrect billings on my statement. I was told i would receive an email within 24-48 hours to complete with the details to show why the charges should be reversed... I see there was a call from discovery. one call... yes only one at 7:28pm that day which i missed. not sure if it had to do with the same thing...

They said it takes 90 days to settle, depending on how quick i respond... well I can't, because there is nothing to respond to In the meantime, I have cancelled the card... well done. Please send ref number so I can refer to Ombud