Shocking service RCS

I have a Makro credit card, underwritten by RCS. Last week Monday I received a text message thanking me for a purchase in Game - while I was at work. I immediately contacted RCS who advised me to get an affidavit done. RCS were helpful in sending me my statements to dispute. I emailed all the paperwork through last week Tuesday, and followed up with a call to confirm that they had received the documents. I was advised that the next step was that my case would be allocated to someone within a few days, who would then call me, and that it will take up to 21 working to get resolved. Guess what! 7 working days later & I am still waiting for my case to be allocated. I have just called RCS who seem very annoyed to be hearing from me, and i "just need to wait". RCS - is this how you treat all your customers? Shocking!