No result on ***** case for 40 DAYS

I have logged a ***** case of a total of R17 500 ****** from my account on 26 MARCH 2020. It is now 5 MAY and no result yet. All I hear when I call is "we will email you before the end of today", which has been the case for the past 7 days now! I want a resolution ASAP! It has now been 40 DAYS since I have logged my case. I want my money back, it is not small money, it is a lot of money!