ABSA ***** department unassuring and unhelpful

Money was taken from my ABSA credit card without my knowledge or consent. I did not approve any transactions on my app/internet banking nor did I swipe for anything to the amount of R13 497. And the reference was from overseas. I therefore reported it to the ABSA ***** department immediately once I saw it. The amount was still 'pending' on my account. I was given a reference number and told that an analyst would call me within in 5 days. When I asked if I would get my money returned she ummed and aahed. I then decided to go into the bank to see if something was being done about it as 5 days seemed a bit extreme to me. And to make sure that my card was blocked to prevent any more unauthorised money going off my account. The lady at enquiries was very helpful and assisted by calling the ABSA ***** department for me and told me to sit and wait. She then called me to the phone to speak to the lady on the other end of the line. This lady however was extremely rude telling me that I was told when I called to report the incident that someone would call me within 24 hours of reporting, however I was not told this and only told that the analyst would call within 5 days. It has now been over 24 hours and I have not heard a word so I decided to call the ***** department again and this time I was told that someone would call me between 3-5 days. No one has the same story! This is not a small amount of money and how can ABSA have a loop hole to allow this to happen. My money has been taken without my consent yet I get the brunt of it from unfriendly and unhelpful customer services in such a stressful time. I want this transaction reversed and my money back ASAP!