AIBU to expect prompt replies from customer service?

[Precipice]

I contacted my energy supplier a week ago wanting to change my method of payment (in a way not possible through the website, you are instructed to contact them to do so).

A full working week later, no movement on actually getting a change made. Customer service has been spending the time trying to find my account - no account numbers, you log in with the email (I used the same email address). That problem's another concern.

But it's taking days to get replies from them. My communication was acknowledged quickly, then no response to my response for 3 days. Frustrating.

Customer services may be getting a lot of people contacting them. What would you consider reasonable turn-around times, assuming no investigations around an issue have to be done?

I would wait at least 5-10 business days, unless it was emergency before creating merry hell.
Could it be that your email may be lost in the ether. Also check your junk folder for replies.

Unless there's a promise they'll contact you in a certain amount of time, YAB a little bit U. Due to what's going on regarding pricing, and the amount of energy companies that have gone under where the customers will be moved to other suppliers meaning thousands more customers, they will be snowed under with emails and contact forms.

Have you given them your meter number or MPAN? They should be able to find you from those two things.

I'd give it 10 working days, then chase up.

You should expect a fortnight (let's stop this ten working days which is just spin to make it sound less bad).

I think that 5-10 business days is unreasonable.
Customer service has fallen down so badly of late ( wonder why?) and everyone is expected to just suck it up.

I'm currently two weeks into trying to open a new bank account.
Four emails , two 'live chats and three phone calls later , I'm still struggling.
Actually went into a branch but was told to do it online.
Grrr...

5 working days is reasonable and given how busy they will be currently I would expect up to 10 working days tbh