Absa!! the worst bank now

Last week a huge amount of money was debited of my bank account for my credit card. Over R5000. I called through and they asked me to send an email to the department that handles this for a refund. I was told I can only contact them via email and they will call me as I cannot call them. i was told they are not allowed to give me the number. so i sent an email 2 days ago. i was even told it takes 24 to 48 hours for someone to call me. its gone now to 3 days. over 48 hours.

and no call!!!!! how do i contact them if i am not allowed their number????