Despute on personal account

I recently had to do a despute form for a duplicate transaction on my personal account and send email with attachment I send on 21 December 2018 I sent to multiple emails and no one has got back to me I then sent emails again on 30 December 2018 even sent to despute escalation and still no one getting hold of me to inform me of what is happening that's already thats total of 17 days with no one getting back to me even if not all business days but 6 business days already with no email reply or even phone call