Can you just explain what happened!!!

I sent an enquiry on the fluctuating banking charged on the 6th of Feb 2019. I received a call from Business banking which was then referred to what I would call my banker but all she said was that she would investigate and get back to me. To this day nothing has been said or done. This is not the first time that we have to constantly follow up on progress for our queries, this is really bad customer service