POOR customer service!! Service level agreements not upheld.

I have a billing query, where I was asked to share confidential information. Due to Rain being my service provider for several months I gave them my information in good faith. This was done so that the investigation into my query could be completed. However, it has been 5 days since I have heard anything from them - 5 days!!! Rain service level agreements are 48 hours! f you don't have an answer you get back to your customer and apologize for the wait. Why am I as a customer having to coach you on customer service ethics. I emailed again this morning requesting feedback and to speak to a manager, no response, and it's more than 6 hours.