Absa HOC - what happened to you customer service??

I logged a claim telephonically on 21 January 2026 at 12h53, I got my ref number and was told someone will get back to me within 2-3 working days. Every time I call to follow up they say the case manager will get back to me, we are now on day 7 and still no feedback. Is this a good time to call the OBS?