Absa closed my case with no resolve, feedback or any form of explanation.

I sent Absa an email regarding a cash send amount that went missing, without being redeemed or refunded to my account. I was told that my case: C-***5 reference: _00D1r1GluM._5005J8u6jU has been forwarded to the Absa cash send department and without any feedback or resolution my case was closed. I am unhappy with the service and I would like to know what happened to my money.