Filling Stakeholder Forms

I understand they’re new in the banking game but they offer horrible customer care, I asked that they fill in a UI2.8 form for me to which they said their turnaround time will be 48hours . They have contravened their Service level agreement because 48hrs later, they haven’t sent back the filled form and are instead sending messages that the case has been resolved but no communication with me! Absolutely ridiculous and unacceptable… no customer retention courtesy whatsoever!!