Poor Handling of Customer Requests

On 8 August I made an EFT to top up my Ithuba e-Wallet account and only after it had gone through did I notice that the banking details for Ithuba had changed since my last EFT (I had them as an existing benficiary in my online banking account). On 9 Aug I sent the first enquiry to their Customer Relations dept. asking them to transfer the funds from the old account into the new account and credit my e-Wallet. On 9 Aug they responded saying my request had been forwarded to their Finance Dept and that they would let me know when they receive a response. On 15 Aug I repeated my enquiry and requested a case number (so that I had something to refer to). They didnt respond. On 18 August I repeated the enquiry again and the response I got was exactly the same as on 9 August, saying that it been forwarded to their Finance Dept and that they would let me know when they receive a response from them. Today is 03 September and I havent heard from them - sure, they will respond when the Finance Dept. decides to do something about it. My question is thus when, this month, next month, this year, next year? All of the mentioned correspondence was done by email and which I have on record.