Bad Service No Correspondence

I called the customer care line to be advised that I had to email through a settlement that I got from Mfc.I mailed the letter to Christine Dreyer on the 10/07/2015 as she was the one who contacted me 2 days after l logged My query (on the 08/07/2015). On the 14/07/2015 I send an email to Christine Dreyer requesting an update status of the query. Only to be advised on the 16/07/2015 that MFC has not responded. I called MFC for the required document and emailed them through to Christine Dreyer only to hear that she cannot process or resolve my query before MFC response. My problem is, it takes the company 48 hrs to resolve a query and when dealing with MFC the company does not have a timeframe set by when the QUERY can be escalated to Top Management. I requested to speak to a Supervisor who validated documents as authentic. When speaking to Karabo Mokgoatlheng whose department is clearly using a process that is FAILING CUSTOMERS and had the nerve to raise her tone of voice when speaking to me. Karabo Mokgoatlheng your customer service SKILLS ARE BAD and your usage of OK or Alright while raising YOUR TONE OF VOICE to me not polite. RESOLVE MY QUERY IN 48hrs AND KARABO MUST APOLOGIES