Still awaiting standard bank response

I’ve been trying to get information on account charges. Because they charged me more than anticipated. My first email to them was sent on the 1st. I received a response and then rep**** to it. I still haven’t received any information. It’s now the 16th and still haven’t received the info I need. I understand there’s a delay with stag shortages etc but over a 2 week delay is unforgiving.