[mothered]

I really don't understand they stay vague in the answers, I'm not even sure they refused the police report I think what they're trying to say is they need to wait for the police to get in contact with them. It's very confusing and they refuse to tell me more.

I'm your experience so you think I should wait or make a claim to my payment institution?

As per your comment above, you first need to clarify precisely where your claim stands.

We can then discuss the best course of action.