***** Investigation going for Day 39 without any resolution

I reported ***** to ABSA Bank on 23 September and was told that it would be resolved within 15-21 days. Today is the 31st of October, and nothing has been resolved. I phoned again yesterday and was told that the investigative officer would phone me back. I have not received the phone call. I wrote an email last night and received the answer: "Kindly note that we have escalated your query to your investigative officer." It is beyond frustrating, since I cannot use my banking app.