POOR RESPONSE TIME

I had sent an email on the 21 January 2016 to enquirer about an extra card as mine is utilised by my son who is at the university this year. An automated email was sent back promising to be contacted within 3 working days and that has not yet happened and I just sent a reminder today (i.e. 27 January 2016) and the same response from the automated machine promising response within 3 working days was received again.