Bad service

I just called following up on a query regarding the R350 grant, spoke to Kamogelo on call reference ***3, she explained all the process and when I asked about the turnaround time on the query since it was lodged a month back, sha just said there is no turnaround time. Is such in a business or is it because it's a government entity and they are politically appointed and can do as they please. The query was for Mr Dube with ID *** 082, please assist