Got a reply just then. They told me, and I quote:

"Stella is out of office recent days for holiday. She will follow up the investigation of your account when she comes back."

^ Can't reply to your post, but I'll just do it here.

Of course, I told them that asking prompt replies, especially on non business days (with the threat of limitation) was unacceptable if the same courtesy was not going to be returned, and asked someone else take over.

> ^ Can't reply to your post, but I'll just do it here.

To prevent too much back and forth, the 'reply' button disappears, but if you click on 'link' to go to the page directly, you should still be able to reply anyway.

I like how they didn't say when she was coming back.

I hope you e-mailed them back, told them this was unacceptable, and asked to be transferred to someone who is actually there.