***********!! *********** a manager says they don't know the IT's SLA is

I have been calling Fedhealth for 3 Months now to settle a claim, the issue is with their IT team. They do not know what their turnaround time is but it will not take a year. I am work for financial institution in IT, 24 hours to a week depending on the complexity of the issue to handle a complaint. You run a business with people’s money and you are going to tell them you have no control of when the problem will be resolved. I am despondent with the level of your incompetency. Before you blame IT please check what your member’s profession is. Managers don't know what their IT SLA is...