Absa ***** useless and takes more money

I have been an absa client since 3 years old I'm now 32. I am never going to use my banking ap again and if need be change banks. Last Sunday my Absa ap seemed to have been hacked. I woke up at 1am to see someone had logged into my ap and tried to unsuccessfully make a purchase for over R4000. Then an absa ***** sms questioning a purchase for R10141 that I never requested to be made. I immediately phoned for my card to be stopped and cancelled. They said they would send me a new card at no charge, I now have been charged for this on my credit card. This needs to be reversed but no one seems to be able to help me. My credit card shows the R10141 as uncleared on the app but on the Internet it says accepted but I never accepted and phoned to stop it 15min after the transaction took place. The next morning I sent in a ***** form with all the details. They said they would update me in 48 business hours which I am assuming is 5 to 6 days. When I phone the ***** line for an update they are clueless. Can't give me any answers or anyone to contact and can't see the clearly stated on my account card charge. Please absa update me as to what is happening and how I can get my money back and reverse the card charge as now you *****ing my money too. The ****** money was for an Airline ticket surely you can trace it and get the persons name etc who bought the ticket I am about to try do that myself as a ticket can be cancelled and money reversed if they haven't already used it with you guys taking so long to investigate but I originally didn't want to hamper the investigation but now I just want my money so I might need to start contacting budget air dk today.