Horrible service

A purchase was done on my Makro /rcs account on the 31st of March 2021 **********ly. I called rcs and they said I must go to the police station and complete an affidavit and I did that . I submitted the affidavit ,ID copy and a copy of my Makro Credit card on the 8th of May to ***. No response was received from RCS until I called them and they confirmed that the docs were received and I should wait for 21 days for feedback. 21 days later No feedback was received from them. I had to call them again . I called them again on the 29 june and they said that they will call me on Friday the 2nd of July and they didn't call or send me an email. How long does it take to investigate ***** on an account and why am I not getting any feedback from RCs ....