Bad Service

I reported a case of ***** in 12 Dec sameday it happened, I was told to wait for 15- 20 working days which I did till today I never got any feedback they just sent me whatsapp message that they cant reach me for interview but I was surprised I never got any missed call from them I contacted their callcentre immediately after I received the message but the investigator was not available I was told but their agent that they will leave an email for the investigator to contact me but she never did I called again yesterday for feedback the agent said the case was close but I don't understand he told me Viola the investigator was suppose to call me he transfer me to her but she was unreachable as usual so I don't know what to do anymore. She is not doing her job properly this lady.