Absa bank a disgrace

I had a amount taken off my credit card from Kuwait R23384.96 . this was not me and i didnt recieve a OTP or a call from the bank . i have phoned the ***** department and am getting no where .Their reference is AZA-2***9 . They say that the otp was sent but i have proof this never happened .The lady in the ***** department Sangeetha has ignored all calls to phone back. This new way of treating your customers is a disgrace