No feedback

I have a complaint and wrote on hellopeter. I thought everything will be resolved after receiving a call from a manager. I was told it will be followed up and I will get someone to call me. I'm still waiting 1 week later. They tell you on every all that all calls are voice recorded. Please help me understand how long does it take to listen to a call and give someone feedback. I have worked in call centres before and know there is a turnaround time, definitely not a week as far as I know.