Absa Customer Service is unacceptable

It's been a whole week and I have not heard from Absa. There was an unauthorised debit order that went of of my account, I called to get it reversed as there is now a maximum of R250 that I am able to reverse myself from my account via online banking. I use to be able to reverse more than R250. After holding the line for 15 minutes, I eventually get through and I am told that I need to be transferred to the online banking department that will help me immediately by increasing the amount I am allowed to reverse online. The first person unable to help me due to the lock down. I get disconnected because of my airtime running out, I had to buy R50 more airtime and wait another 20 Plus minutes to get through on the phone again, only to be told that sorry, they cannot help me as the amount is greater than R250. I need to send an email to ***, which I did and was told someone will contact me within 48 hours. It has been a week now and still nothing, the amount debited is almost R3000 and I need this money desperately to buy food and necessaries in this time of crises and all I get told is to wait. This was debited ********ly and I must just wait, I cannot just wait, I need food in my house, I need MY MONEY that was ****** back, unacceptable and really bad service.