No information regarding a ***** case

I reported ***** on my account last week Thursday but until today I haven’t received any call or sms from the ***** investigation team. Everyone keeps telling me I should contact them yet when I call the phone isn’t answered. They make one hold for 30 minutes, I mean I have a job!!! I’ve called their complaints department, again I am made to hold. So it leaves me wondering, was the ***** internal? Why am I being ignored as if m not their customer or is the ***** department not staffed. As I am writing this I am already on 5 minutes holding on a second call via the complaints department