***** Department lacks Communication Skills and Urgency

I opened a ***** case on the 7th May and was told that the turnaround time is 72 hours. It is now the 19th May and I am still no further forward. I have to constantly chase Discovery's ***** Department for an update regarding the case and the investigator has made no progress. I am being told they cannot get ahold of Standard Bank regarding a refund but how am I meant to feel confident in them dealing with the case if its been over 12 days and you still can't get an answer from Standard Bank regarding the refund. I was told on Friday that I would be called by the end of the day with a conclusion and now on Monday you're telling me something different. I am fed up with Discovery Bank and want to close my account over this.