It will be in the process of being reviewed by a team - again I can’t comment on the different processes that might be at play here, because it can help people to circumvent the rules.
On the flip side, we know this process isn’t great and there’s room for improvement. I’d recommend raising a complaint once somebody does respond to you - complaint data helps us identify the areas to focus on.
Even if you get a response saying we working within our SLA times, we aren’t unable to uphold the complaint etc then it still gets logged, tagged and analysed.
(I appreciate this doesn’t really help with your specific situation, and I’m sorry for that!)