Appalling Service

I have a ********** purchase made on game store card on the 4th of July, I logged the claim immediately as within the hour of the purchase, i was advised by the consultant to mail them the dispute form together with the supporting required. This was done on the 5th of July. the consultant also mentioned there will be 21 day waiting period within which the dispute will be resolved. it has been over a month and I have made numerous calls to the ***** division and they cannot give me an answer. all they say is someone will contact me, during this time their account department has been harassing me for payment despite the account having a dispute. this type of service is appalling and hope this complaint speeds up the process with them.