What is a reasonable turn-around time for a query ??

I started querying the replacement of my "Temporary" credit card merchant machine on 25 April (I do not have a record of the previous telephonic queries) ... After numerous queries I have been allocated a crm ref no : ***3 with nothing to show what is happening with my query. In the mean time, here I sit and must just scratch my head and wonder what Nedbank would consider to be a reasonable time to respond properly .. Could it be that "Client Service" is a foreign language ?