Is CoJ Ombudsman toothless?

I logged a call to investigate my erroneous charges with the City last year September 2025, we are heading to another September soon. The ombudsman has never come back to me. When I visted their office in April, the lady said " I was given this file recentlty: referring to January. She said me one email to say " please remind me what was the issue" as if she does not have the file. After I reminded her, I am still waiting. Are they working to listen to our cases or already taking the CoJ side before checking the facts? Is this another toothless dag, barking for nothing???