They must be busy, you know it is Ramadan and also eid is coming, most workers have already taken their leave in conjunction with their leave plans and holidays. Be patient during these times, I have also come to accept the fact things don't run efficiently as I wish them to be here in Qatar. Also, don't have huge expectations on customer service with big names here, even the 5 star hotels, cause you won't find it. Put your expectations down, but don't let it get to you. My advice just follow up every other day.