5 days over 48 hour TAT

On the 4th of September 2019, I sent a web inquiry for a copy of my cellphone contract to be emailed to me.

Its the 13th of September and no one has contacted me yet, how does your 48 hour TAT work exactly? Does it work when you start receiving complaints? When clients do not recommend you? Or when they threaten to no longer make use of your service?

Please send my copy of my contract ASAP!!!!