HOW LONG ARE YOUR INVESTIGATION TAKE

In July 2015 I wrote on this platform that 1st for women debited over 7 times and I did not know why, I was assisted after a lot of hassle but there was 1 cover that had not been settled and I was told it was being \investigated and I would be kept informed but months have gone by and I haven't heard anything from this company and im still being debited so my question is is it active and can be used or being "under investigation\"" means its untoucheable but payed for and how long is this investigation is gona take a whole year???"""