FNB Merchants queries - two weeks minimum to answer

I don't understand why it has to take the FNB Merchant department two weeks to answer a query. How can a business be expected to wait TWO weeks for an answer from their bank. It is ridiculous.

Dear Merchant

Thank you for submitting a request to Merchant Services. Your reference Number is: ***x

Subject Summary: ***x - [External Email]

The turnaround times for queries are as follows: • Transactional queries: Ten business days, excluding public holidays. • General queries: Two to three business days, excluding public holidays.

Note that that your query will be attended to as per the timeframe mentioned above.

Kindly contact your Merchant Services Contact Centre for any queries and assistance.

Kind Regards, Merchant Services