So disappointed

I am extremely unhappy with the service tymbank has given me. It's been 3 weeks now since they have been investigating where my money is and when will I be getting it back. Instead they tell me that it will take them more than 4 weeks to give me feedback even after they promised to give me an update on the 18th but still didn't. It is really frustrating to receive such service where you only speak to agents via phone calls and they tell you there is nothing they can do about it. Now how do we even begin to trust these online banks if they do this to us?