Side mirror unresolved issue

I sent my car in to be fixed in November, just after I gave birth and collected the car a week before December, if I'm correct. I collected the car myself, but because of the constant battle with Ford Hatfield in regards to the car being fixed and lack of communication, I didn't realise the car has this weird burnt mark on the side mirror. When I went back to Ford in December to let them know that my car is still not fixed and that the car has a mark on the side mirror, I was promised that they will look into it. January the car went back to be fixed properly, nothing was done about the mirror. It's been 3 weeks, 2 follow up emails and one phonecall, still no feedback. Are they waiting for the video clip that they took in November to expire so it can be a he said, she said case? Or has the video expired already, and they just ignoring my case. Either way I'm disappointed with the service advisors at Ford Hatfield, as I always fight to get feedback or assistance in regards to my car each time I send it in. Can my mirror issue be solved as I'm getting annoyed with all this