Does Discovery ***** Department Exist?

I reported a ***** from my bank on the 24th January 2025 and I was given a case number by Discovery ***** department, but I am not receiving any feedback regarding the case until now. I send emails and called with no success. The emails are ignored. The phone calls are answered to be told they are escalating the matter for me to be given feedback but nothing else happens. Is this really how Discovery deals with the customers. I thought the bank was different from other banks. So, be aware!!!!