ABSA - ********** transaction on my account with no assistance

I called absa ***** department on the 4 May 2018 advising the consultant that there was an unauthorized pending transaction on my avios credit card. The consultant created a ***** case. I have not received feedback from absa and I noticed today, the 21 May 2018, the transaction was cleared by ABSA. I called the absa ***** center and no one can provide assistance so to why the transaction was cleared. I am getting conflicting messages from each ***** consultant. This is absolutely shocking service from ABSA ***** department. I have now been holding on for 20 minutes trying to get answers