Direct Express complaint: INTENTIONALLY LEFT ON HOLD FOR UNREASONABLE AMOUNT OF TIME

I CREDIT CARD WAS HACKED AND DIRCTEXPRESS SENT ME THE ‘QUESTIONAIRE OF FRAUD FORMS’. MY ACCOUNT WAS SUPPOSE TO BE CREDITED FOR THE LOST FUNDS BY SEPT 1 2021. IT IS NOW THE 27TH OF SEPT AND MY ACCOUNT STILL HAS NOT BEEN REFUNDED. UPON CALLING THE ‘CHECK STATUS OF CLAIMCASE I WAS PUT ON HOLD FOR OVER AN HOUR, RECEIVING THE SAME PROMPT THAT REPRESENTATIVES WERE STILL BUSY. THIS IS NOT ONLY AN UNEXCEPTABLEHOLDING TIME FOR A CUSTOMER, BUT IT’S MEANT TO DISCOURAGE A CUSTOMER INTO HANGING UP, JUST TO START THE SAME UNETHICAL PROCEDURES AGAIN AND AGAIN.. WHY IS DIECTEXPRESS ALLOWED TO PRACTICE THESE DISCRIMINATORY PRACTICES MEANT TO FRUSTRATE CUSTOMERS AND SEND THEM INTO A CONTINUAL LOOP OF WAITING ON HOLD AGAIN FOR HOURS. DIRECTEXPRESS SHOULD BE HELD TO A HIGHER AND MORE PROFESSIONAL STANDARD APPROPRIATE WITH THEIR BANKING CUSTOMER SATISFACTION GUARANTEES? THIS IS UNEXCEPTABLE AT ANY STRETCH OF REASONABLENESS