RCS ********** activity and company's dismissive behavior towards customers.

I am truly disappointed and disgusted by RCS. First, they allow ********** activity to occur on my in-store builder's warehouse card (I have not lost the card or my ID document for this to occur) and then when I logged my complaint with all the necessary documents to them on the 16th of November 2018. They said it would take 21 days to investigate and someone would I'm touch from RCS. It is the 12th of December 2018, no one has gotten in touch with me. I phoned the customer service only to be told to check back with THEM at the end of the month because they only started investigating the claim on the 30th of November 2018!!! I am beyond frustrated at the moment because a. How could this happen when RCS is such a big company and b. Why are they not taking a customer's complaints seriously??!!!! No communication and no apologies.