Bad Customer experince and resloution times

I recently discovered ***** against my account and reported this to their relevant department. HUGE WIN ON THAT DAY. Service embicable, communication on poitnt an doverall great exerperinace. Since then however it has been more than lacking.

I have received no follow up or feedback from TYME. I have to call in every day to follow up on the cases. Up until now, I have been very understanding as your resu=loution time is 5-7 working days; sent through an affidavit and have met your requests.. My gripe is that there are no comms, you are unbale to even track or find out what has been done. The standard response is Pending investigation (which means nothing has been done) I am now on day 8 sitting with the same feedback. How much longer must one wait for solid feedback and refunds of the amounts taken?