After sales customer service not on par

Good day

Can you please ensure to make a concerted effort to increase the quality of your after sales customer service.

I logged a query on the app and waited 48 hours, no response. On 12 March 2021 I followed up by sending an e-mail quoting the reference number I received from the app. I only received feedback today, only after I followed up yesterday.

How can one simple query take 12 working days to resolve?