Absent ABSA

The complaint I have is with the ***** department, let me tell you - call them to cancel your card because anything else will be asking too much. I unfortunately was a victim of a **** and immediately contacted Absa ***** (October), I was told 20 working days for the problem to be resolved from submitting the supporting documents. I submitted them and heard nothing for almost 2 months. I made numerous call in each call I was told "We will escalate it to the manager" and after letting them know that 3 manager escalations later I need something they "escalated it to the manager's manager". Somewhere in December I finally see something which seems to be them initiating an investigation by emailing the ****mer (an ABSA user as well), but considering there was no follow up even after I reached out again - I suspect it was one of those hush hush emails.. drafted an email to show me but not actually do anything. Regardless I followed up by replying to the email for feedback (as the norm in my case) and the handler responded requested I send her the details of the case. It the same email thread, reference is literally the title - I'm shocked, but in true fashion no response.