Poor info from ***** department

I had ***** commited on my card . They called me but don't tell me I have to complete a ***** form that needs to be filled out . After two weeks of nothing I call them for a follow up only to be told that form needed to be filled before any investigation can start . I have now filled form but am told process could take 14 to 30 days . Poor when you think issue was logged more than a week ago