We appreciate your effort to try and clean your reputation around here, but the mere fact that you even had an old representative account around here and never bothered to resolve customer grievances in time or at least assure them is rather unfortunate.

I think the best thing to do is to tell OP about the ETA of the resolution. If your previous "as soon as the procedures are completed" has taken over 3 months to get a response here, who knows how much longer OP has to wait? 1 year? Better you let him know so he prepares his mind about the possible outcomes.