Citibank — not getting proper response from city bank

I have raised concern about money transaction to airtel which has not received by them. I have shared my all details of airtel info to city bank for futher investigation. On the first time of call, i got response as required 7-8 days for investigation which they didnot come back. On 2nd time of call to citybank the investigation time extended to 60 days.
I am just asking is this the way city bank is responding to the customer. Tough to believe on them...