Poor service

My account was hacked on 26 July 2025. I reported the matter to Nedbank of which I was told my app will be suspended and the investigations will take 4-9 weeks. I provided all the information required. Fast forward 9 weeks later, I enquire about the case, and get a response that says apologies the matter is still being investigated. To date the matter is still being investigated and had I not made contact I would have not know that the matter is still under investigation. I was told.it would.take 9 weeks, that is from 26 July, to date nothing regarding the investigation.