ABSA ***** Useless and customer unfriendly

I bought a book online from an America web site. The site was bogus, I did not receive a comfirmation email and notice the funds went to a Hong Kong bank. Within 7 minutes of the transaction, while the transaction was listed as "pending" I contacted ABSA *****. They asked for info which I provide. A few days later I contacted ***** to determine the status. ***** told me, its takes 20 days to investigate. Loging this issue with ABSA complaints, ***** can back and said the case is closed and I must contact a person for the reason why they cannot refund. Why a vebal contact and not in writing? are they trying to dodge liablity? Asking for a written reply, ***** has ignored me todate. ABSA claims it has a "digital warrentee" ?? This is the second time ***** has failed me