What's the point of a customer service portal when no service is given to customers?

How long should it take an IT company to respond to a customer query? More than 24 hours?

Incredible Connection advertised a holiday special, with hidden terms and conditions which were supposed to be available on their website. I couldn't find them thee,so I logged a query. Now nearly 24 hours later, I still haven't heard from them.

They can stick their holiday special where the sun doesn't shine. I don't have any more time to waste on their games.