Incompetence at its best

Worst experience ever! They promised me a 7 to 10 business day turnaround time to process my request. On day eleven, after I raised the issue, they say they are only on step 3 of a 5 step process. Then they blame SARS for their delay and still haven't stuck to their SLA. Their consultant even told me that I couldn't escalate my problem as they have no accountability measures in place.