Discovery operates with no timelines!

After logging a case and proving proof that there has been no reward allocated for the Personal Health Fund, Discovery acknowledged the error and stated they would investigate BUT there are no timelines for the case.

How does a whole business with professionals state that there are no timelines? Is this a way of diverting the responsibility and commitment to resolve the case? Not even a 30-day turnaround time. Just indefinite. I find this unacceptable becuase every month there is a deduction towards this service.