Jewel theft in Bus and FIR filed no action taken till date what to do

My mother in law was stolen of 1.2 Lakh jewel in bus last year and filed a complaint same day. and my father in law visited more than ten times to police station and still no response. i have filed a petition in Chief minister special cell now and same has been forwarded to respective police station. they called me today. i have asked 3 questions to them. 1, Why havn't they filed FIR once we gave complaint. 2, i need a non traceable certificate since it is more than a year now. 1)They replied like. FIR copy should hae traceable certificatve been asked by the complainer at the time of incident only then the police station will issue the FIR copy. 2)Non traceable cannot be provided as it is not in their law procedure. i need someone to help on this.