Good bank - poor customer service on ***** case

***** was committed on my account and I reported it. Have since contacted a few times to try and get information of the conclusion, but I'm not receiving a response. I am abroad, so was using email before (so don't think this is the issue). It has literally been several months now and I am concerned that is was just dropped without pursuing it further. I am also really worried whether I would get the money back.