The last response I had in chat was on Friday at 9:30 advising my query had been escalated to a specialist. Hears nothing since after countless in app messages seeking a reply. Shocking service.
From experience specialists don’t work weekends (or there are a lot less available) but this should have been communicated to you.
Sadly there is nothing we can do on here so your only option is to keep pestering via chat or perhaps you could try giving them a call? The number is on the back of your card.
I second what @Ordog says call them or email them is your only option