Security Issue of phishing which they are refusing to handle

I have a serious email security issue. I have explained this on their support APp, whatsapp, email and verbally. All have failed to return promised calls or get back to me after speaking to their IT team who are also concerned about the security risk, but asked me not to open a case with the police just yet. Then all are home now without promised feedback ? When I call I start again and get told to call in the morning (I MUST CALL?? ) ? This is a SECURITY ISSUE !!