Banking App Complaint unresolved to date, even thought it was 'apparently' escalated

Did a complaint on the banking app, as I got bad service from my so-called premier banker... then got an email with ***

When I followed up I was told they escalated it and it would take 48 hours.

Can I please get my instruction for PL repayment review urgently done, it can't take so long. Do you NOT know how your system works?