3 working days or 3 weeks?

Membership no: (***). I submitted a claim for 9052 Mandible fracture a few months ago, 1st time it was rejected and then I sent a motivation letter from the Surgeon. After that I received the another email rejecting the claim, I then called to find out what the reason was and I was told to ignore that response as the Agent was supposed to inform me that I need to send a CT Scan clinical report, well I did that. After a few days I got a call from Buren confirming that the report was received and the claim was going to be processed by the Clinical Team and I will get feedback as soon as it's done. I then received an email again on 26th May from him confirming that Clinical Team is still busy and I will get feedback after 3 working days. It's more than 3 weeks ago and I still haven't received any feedback. Must I call again and be in hold for more than 15mins waiting for my call to be received? It's unacceptable that you said feedback will be received after 3 working days but no one has ever came back to me.