Unprofessional

I sent an email requesting for my limit to be decreased on the 11th of August, Truworths only responded on the 24th to make me aware of the terms and conditions, I responded and made them. Aware limits should be left at R6500, no response was sent to me. Today I called the customer service and I told that the limits were decreased. So my response was not knowledged? Why is their emails taking for 10 days for response? Do they not have an SLA?