Do Plusnet CS Answer "Questions"?

[#1]

I asked a "question" on Wednesday 10am and it said the average response time was 16hrs.
But 48hrs later no response as yet.  Maybe "16hrs" means two working days?

Does anyone know if Plusnet CS actually respond to this messaging system?
Thanks.
>>Just to add it was a complaint, and this is how Plusnet wished the complaint to be done.

[#2]

Hi Chrome,
The 16 hours you have mentioned is the current average time to respond to standard Customer Support tickets/questions. These question handling stats relate to questions directed at our front-line support team.

Quote from: Chrome

>>Just to add it was a complaint, and this is how Plusnet wished the complaint to be done.

We aim to respond to complaints within 5 working days, as per our Complaints Code of Practice
I hope this clears things up.