Not getting any help or update

I reported a ***** case on 10/01/2022 and sent supporting documents the following day. I have followed up 3 times already with Carelse, Bronwyn however I am not getting any responses or updates. On the first follow-up email, they responded with an "I'll follow up with Nedbank and revert" which was 6 days ago. I've since sent more follow-ups and there is simply no response. I do not know what the progress is, how the process works, the turn arounds time, etc. I am just in the dark.