Terrible service!!!

My wife's account was hacked along with many other people on 16 September. We were told to "suspend" the account while they did an investigation. A month has since passed and the only communication we have received is when she emails to ask if there has been any progress and up until yesterday 15 October, the answer was that the investigation is still ongoing! In the meantime, she cannot access her account! What the heck! The inconvenience and disregard for the client is beyond belief!!!!