Absa Credit Card / ***** department is HOPELESS

I phone Absa Credit Card division and spoke with Mahlatse Phago regarding a refund on *****ulent payments. I reported it and Absa investigted it. She however spoke with someone at the ***** department and they stated that their is no ***** case. She refused to give me that person's name. How is this possible that Absa ***** on the 1hand investigate ***** on your credit card and on the other hand say there is no ***** cases op. Then refuse to give their details so the matter can be investigated?