Timeframes of resolving disputes

I sincerely beleived that Payoneer follows some regulations as to timeframes of disputes resolving. But today after 2 and half months of awaiting and on date when Payoneer promised to solve the issue I had this chat with Payoneer support:

Ron: Your dispute is still under review with the relevant department. We will notify you via e-mail as soon as we have an update for you.
Me: what is date when it is going to happen?
Ron: Please hold for one moment while I check this.
Ron: Thank you for holding.
Ron: We do not have an exact timeframe, but i assure you we will handle it as soon as possible
Me: very strange answer
arent you regulated by some timeframes?
Ron: It should be very soon
Ron: Anything else I may help you with today?
Me: very strange answer - soon for me means in 1 hour
I would like to know date
Ron: We do not have an exact timeframe, i am sorry for the inconveneince. But it should be in a few busines sdays