Keep saying I've been advised accordingly - Untrue

They keep on saying they advised us accordingly. I have not heard anything except we are busy with your request and we will give you feedback in 24 hours that never happens. I have been waiting since the 18th of February for feedback and now they tell me the query was closed without notifying me or resolving the problem. A new query was opened and they will give feedback by the 8th of April... How does it take a month to sort out a billing query, don't they know why they charge you a certain amount?