ABSA -credit card *****, no follow through from ABSA-6 months- poor service

My elderly parents have banked with ABSA their whole lives. On the 10th of Oct 2022 a number of ********** transactions took place on their credit card with a total worth of R 67 347.40. Some of these transactions were not even done in SA. My parents noticed and reported these transactions the following day at our local ABSA branch. They stopped the card entirely and was assisted at the branch. The help provided is telephonic, my parents are elderly and also have a hearing loss. Trying to get help for such an upsetting matter has been very arduous, seeing as no one in branch can assist them.

When no response came, they went back to their local branch on the 22nd of November 2022. Once again, they were told that this could take some time, and to be patient.

On the 14th of December 2022 they went to ABSA again to ask when they will be helped, with no progress.

On the 19th of December they noticed more ********** transactions, this time on their checking account. This was once again reported and has actually already been resolved. However still no movement on the first case.

On 3rd of January (now it has been 3 months, interest being paid on the ********** transactions), they went to the ABSA again, ABSA then only asked them to go to the police to get a police report done. They went and did this that very day. ABSA promises to get back to them.

Numerous phone calls and requests for help later, they went to their local branch again on the 21st of Feb 2023, they once again submitted all the documentation because no one was aware of the quiery.

On the 7th of March 2023, they once again wens to the local branch. They were informed that the case worker thought the case was resolved and it was closed, however nothing has been done. The staff promised to have it resolved within a week. They once again provided all details and paper trail.

Yesterday (20th of March 2023--it is almost 6 months now, paying interest on these ********** transactions on their credit cards), they once again went to the branch to follow up and once again were told that the investigator cannot be reached and that someone would reach out to them.

It is almost 6 months now with very poor support, no help possible from local branches because case workers in a different province. Every time they have had to go and sit in the branch for hours at end, no progress whatsoever and they are paying thousands of rands of interest on this money!! We desperately need help with this!