***** not being attended to

I have reported a ***** case on my account on the 29/11/2019. I was told that the case would take 5 to 7 days and I would be contacted by an investigator with the outcome. Today still no feedback, so I called the ***** line, I have been on the call for an hour an half and then get told that the case has been closed and I will not be re-reimbursed as an OTP was sent out. After then requesting to dispute this, I get transferred from one department to the next and another half an hour later I still dont have anyone on the line who can assist me to log the dispute.