Long outstanding query

I opened a TymeBank account on the 9th October 2019 and on the 24th October I went to the Kiosk to get a card. Well, I couldn’t get the card from the Kiosk and I called the TumeBank team to enquire and I was told that they will investigate the matter. To this day I am still waiting for feedback and the account is still not active. My case ID is DCI-1682.