They don't care

On 20.10.2025 I wrote a review and thanks to Hello Peter the Bank emailed and called me. I had reported a ***** on 16.10. 2025 and given a Case Number. On 22.10.2025 I receive a new Case Number and I'm asked to submit documentation to support my claim. I call the ***** Deparment and am told that from Online ***** it has been passed on to Transactional *****. Is the investigation only going to start on the 22 when the ***** was reported on the 16th?????? Surely, the Online ***** should have advised Transactional ***** of what had occurred. Why didn't they immediately realize that it was Transactional ***** and not Online *****. I have tried from last week to get an investigator to contact me. I was promised from last week 22.10.2025 that I would have been contacted by the end of the day. The next day, before lunch time. Today, I have been told they have escalated the matter to the investigator and he will call me. NO ONE HAS CONTACTED ME. We are the victims but they don't care. It's not their livelihood that is at risk. They just don't care but there emails state that your case is important to them. What a shame.