[Fagottino89]

The replacement was incredibly easy But now they are completely ignoring me and I'm kinda stuck

Please elaborate further.

Claimed dna and got an instant replacement.
Claimed eb and now they're ignoring me it seems.  I got the same rep on live chat 3 times in a row and she would apologise and then just leave the chat. On WhatsApp they have not responded in like 6 days when they told me an investigation would take 72 hours I called them yesterday and the first rep cut me off instantly.
And when I finally got through to someone they told me that they need another 72 hours because the investigation just started today.

Have no idea what's going on now is this supposed to be normal?

So is it a double dip?