***** dispute not resolved for more than three weeks

I reported a ***** case (three incidents of ***** on my credit card) more than three weeks ago, and I was told that I would have a response in 10 - 14 working days. It's now 23 days and i've had no response. I have phoned twice more since, and have used the secure chat function on my FNB app. And it has still not been resolved. I think it's ridiculous that I have to resort to using a complaints platform to have this resolved! The amounts have still not been reversed, and I have had no feedback. And I saw today that I was charged interest on this account because of the unpaid amounts. Please can this be escalated and resolved - this is really not acceptable.