****med at the ATM

So I was ****med one Saturday morning at an ATM (foolish me). Took all necessary steps to stop and report the incident to ***** division (called from my cellphone and from within a branch). Case was registered, given a case no, told turnaround time for investigations is 6 business days and follow-up should be made with claims dept ***). After 3 business days I called this claims dept to supply supporting info, which the system operator uploaded onto my file reluctantly . Never heard anything from anyone from this bank about the progress of the investigation. 6 business days go by (expiring Monday 11 May 2015). Tuesday morning 08:30 I was on the line demanding answers/outcome (first of all they were supposed to call me latest on Monday to provide feedback). I was told the system has an error I must call after an hour. 2 hours later I couldn't get through, I was put on hold for over 20 minutes in total using different lines. No one calls me back or anything. Today Wednesday 13/05/2015 09:00 am I called with no success, I even called initial ***** dept to assist or escalate the matter, still no success. Such an unprofessional way of treating customers you call private clients.