1 month no feedback on simple acc query

On 23/03 I sent an email to customer care with regards to additional charges on my edgars acc. This was after I had spoken to another consultant and had to hold on for approx. 20-25mins before my call was directed. I then received a reply from Quinton Schutters who said that my query has been escalated to an higher order for investigation. 2 weeks went by with no feedback and on 04/04 I sent a follow-up email asking for feedback. Priscilla Khubone then responded 06/04 (2 days later) to say that the investigative process is lengthy and there is no turn around time.

This is completely absurd that a company such as Edcon cannot resolve a simple query. How the hell can it take a full month to inform a client why there addition charges on their account when there is no arrears, no late payments, and being a 6 months interest free account. Please get your act together Edcon, this is highly disgusting.