NO ANSWER FROM ***** DEPARTMENT

I have a Pick & Pay Store card - found ***** on my Card of R27 000 on the 8th of June. Called the contact center from the Pick and Pay I always use. I was sent a form i need to complete - submitted all necessary docs the next day. Tried to call the ***** department on Friday to follow up - an hour and a half - no answer. Phoned again today - 1 hour on the phone - no answer - no one can give me feedback on the investigation - just to receive SMS now - after almost a month - saying the investigation has been launched - should receive feedback in 21 work days. 21 WORK DAYS IS ALMOST PAST AFTER I SUBMITTED THE DOCS. HOW CAN YOU TELL ME THAT I MUST WAIT ANOTHER 21 DAYS