Schoking turn around time

I called MTN regarding an Itemised Bill as my Insurance company needs it before they can process my claim for a lost cellphone. I faxed everything that they required and when I called them to find out when can I expect to get a response, they are telling me that it will take A MONTH for me to get a response from them. A MONTH??? Really??? This is really schocking hey. I did not think that their service could get any worse.