4weeks still no resolution

I am not at the end of my 3rd week and still i have had no feedback from Morclick. I have copied and pasted their previous response below which appears to be a generic, possible generated answer. I can clearly see why Morcilck have some of the worst reviews as they simply just dont resolve problems. I am truly at my wits end!!!!!!

Good day Mr Reid, thank you so much for your review. We thank you for informing us about the delay in supplying you with formal feedback. We have escalated your review to our financial department for response. We apologise for the frustration that this has caused you. Kind Regards, The MorClick Digital Team.