ABSA bank unable to assist with a ***** case

I called into ABSA which is my bank that I have been with for years to report ***** and the consultant I spoke to indicated that she cannot do anything to assist me open a case against another account which I paid money into purchasing an item regardless of the fact that the items received were incorrect. I was informed a case can only be open in an event where items were never delivered. So why do you then insist we report ***** when you will do absolutely nothing to help.