Disappointed with progress on lodged ***** case

I lodged ***** case on my premium account, my case took weeks to be assigned and the person who is handling my case is out of reach, their contact number only ring without being answered or if it get answered you will still not get through the person you requested. It's extremely frustrating cause you will be told of 6-9weeks turnaround time. I lost my hard earned money but it doesn't seem the bank cares.