Poor service

Lodged a complaint with ABSA bank Liberty Midlands Mall in Pietermaritzburg on 26 November 2024. Reference number C-***2. Was advised that they will investigate the matter which will take 2-3 days. Three days later on 29 November 2024 received another message stating that the matter is under investigation, and it will take 2-3 days. They owe me money why is it taking so long??