Bad customer service

I logged a ***** case with time bank two weeks bank and within 8 hours I was sent an sms saying that the case is decline and they’re closing it, I then sent an email asking them what investigations had they initially done for them to just close my case? Like how did that make sense to them , it was then I was told that the sms should’ve never been sent and that my case is still open I must then go to the police station open a case and send them an affidavit and case number they literally gave me a deadline of 8 hours to do that, I did that and submitted to them, they have not called or contacted me with an update and my emails go unanswered. I find this appalling and unacceptable you just can’t treat your customers like that, it’s just not right. I need feedback and an update