Timely Response

Have been struggling with an lay-by application since 30 May 2020. Will not recommend applying online. After numerous emails someone did contact me and they assisted me very well, afterwards I was referred to someone else and from there it went down hill again. Waiting days for simple replies on email, after all this time I receive an email telling me to be patient. All would have been fine if I just received feedback and did not have to wait so long for each reply. When I received the banking details I made payment straight away, surely I can expect the same response time?