April 7 - Submit request.
April 12 - Receive response that says "A service request has been raised in regards to your enquiry." This should be automated!
April 18 - Contact EDS to ask for an update.
There are some things that machines do well and some things that people do well. Don't waste people on lodging jobs and returning receipts: a machine can do this instantly. When I get a message after four days, I anticipate reading about some sort of action on the request, not someone doing a computer's job and finally giving me the reference number I was wondering about four days prior.