Unimpressed client

I logged a complaint back in August when my Sportscene items hadn't arrived, the clothing company said there was a reversal on their side but it wasn't transferred back into my account.. It's been over a month now without any communication from Tyme Bank since they said they'd review my query. What's the point of banking with a digital bank if my query never gets resolved despite the convenience of it being online and supposedly hassle free?