And then I told him "we'd look into it" (meme)

Yeah, don't worry, we'll look into it. "ASAP". Yep, count on us to take care of your problem speedily.

Can't they fix the issue?

Have you ever had someone do this to you from customer service? It can be really frustrating. You're trying to get your issue resolved, and then they hit you with the "we'll look into it". But then they take forever to fix the problem.

Why is it like this?

What are they doing that whole time? Are they even trying to solve the issue? This can be especially frustrating for anyone to deal with. 

Hopefully you'll get someone who genuinely wants to help you fix your issue.