Debit card dispute response time

I have a debit card dispute with FNB after sending them an email last week Saturday they rep**** that they will respond to my email within 5 business days which then was from 10 May 2021 up until yesterday which marked day 5, up untill now I still haven't received any responses from the debit card dispute department regarding a reversal on my account, so what means I still need to wait another week for this to get solved, why do they state in emails they will respond WITHIN 5 BUSINESS DAYS IF THEY DON'T RESPOND WITHIN THAT TIME PERIOD!? But don't forget as soon as you need to make payments to the bank it must be immediately but when the bank needs to do reversals on your account it takes forever!!