Almost two months later and number not changed

On the 21st January, I sent an emailed request through to [Email Removed] to request that the primary contact number on our account be changed and I supp**** the new number.<br> OVER A MONTH LATER, on the 27th February, I received the below emailed reply to my email :<br> \Thank you for submitting your request. Kindly attach the company letterhead for the request to change the primary number on the account"<br> Why did it take ONE MONTH for this to be responded to and that means a month wasted! And when I had initially called I was told just to email a request"