Poor customer service from call center and secure chat services

I disputed a credit card transaction via the app more than 2-3 weeks ago. I tried calling into the call Centre this week for which I was transferred several times as no can help you. I then tried their secure chat services and chatted to Maxine several times but her promises of time lines for feedback have never been met. I feel that whenever I used the secure chat services I could never get the proper assistance and feel that this service is a waste of time as the the people assisting seem untrained. Maybe management should look into properly training these agents and teach them to give customers atleast some feedback on or before their promised times. This is terrible customer service.