Abs On-Line Banking - PATHETIC!!!!!!!!!!!!

I logged a query with your on-line banking system on the 25/01/2020 where I asked for a transaction to Ithuba Lottery R100.00 made via credit card be re-called. Two (2) weeks have passed with no feedback from Absa Bank. On the 31st January I finally received an email that my query closed. How can you close off a query without resolving it? I put a call thru to your call centre this morning and spoke to Jessica who advised since the email were addressed to the wrong department, they simply closed it off. I said that it's unacceptable since that was the email address I got when I queried with on-line banking. It grates my cheese when individuals get paid but simply pass the buck. I want this transaction reversed ASAP!!!!!