***** case in limbo

I logged a ***** case 29 November 2024. I got notified on the app that the case is closed due to them no receiving my documents, although I sent the full police case to them on the first week of December. On the 19 December I got a call from the investigator that it has been referred to the external bank for recoveries. I followed up weekly since the first week in January and get the same response that they are waiting for the external bank, I have requested for the manager to call me back on 2 occasions and only received and email on 30 January 2025 that they have no received any feedback from the external bank. I need feedback if they are able to refund me or not?