ABSA IGNORES *****

Good day On 21 September a ********** transaction of R11 851,16 went through my credit card account. I reacted immediately, phoned the credit card section at ABSA and reported it. The transaction went through despite the fact that I have not authorised it - no OTM was sent. I stopped my card at once and the person who assisted me took my details and assured me the matter would be solved within 7-14 days. They were supposed to send me a form to complete and to send it back asap. I didn't receive any form. I phoned again on 26 Setember and spoke to a person by the name of Siphelele Kheswa. He then sent a form which I completed immediately and emailed it back. I asked him to acknowledge receipt, but no reaction. I phoned again on 28 September in the hope that I would be updated on the progress of the investigation. The person couldn't give me any infromation - she didn't even go into my profile to check for any updates. I then sent an email to Siphelee Khiswa on 1 October - I wanted acknowledgement of receipt of the form. No response. I again sent an email to him/her on 3 October - no response. on Monday (8 October) I again phoned the ***** department - this time I was informed that my case has been investigated, but a 'business decision' will be made within the next two weeks. What utter nonsense! how long does it take to see that this transaction was a clear oversight on Absa's part and that I am in no way guilty of any negligence? R11 800 is a considerable amount of money. I find it unacceptable that no-one at ABSA reacted to any of my queries. The investigation was supposed to be completed by now. I have been a loyal customer of ABSA for almost 35 years now. Why on earth do I have to struggle to get any information? When will ABSA do the correct thing and refund me?