Appalling Service Offered by the Department

I'm appalled by service offered by the absa ***** department. On the 22nd of May 2025 I reported *****ulent transactions happening on my credi card account on their WhatsApp ***** line. I gave all the details relating to the ***** and their or agent or maybe a WhatsApp bot (as they didn't give their name) responded that for the investigation to take place, the have to block my card, they also mentioned that I had to respond with a closest branch I would want my card to be delivered, but as I responded the chat was suddenly closed. I still responded with my closest branch, but that only triggered a new chat.

1. I was not told how long the investigation was going to take nor given any reference numbers or anything. 2. I had debit orders and subscriptions that went off of this card which have obviously bounced and I have no way of even getting a virtual that I can use as substitute, mind you, I had that card before. 3. I had to pay off the debt owing on the card by this month and since I use an EFT method (where i have to use my card number as reference), I had to use the same "blocked card" number, meaning the account is not locked. Then the question becomes, why can't I access the said funds?

Fast forward to today the 2nd of June 2025, I decided to rather try the ***** line call option to get some answers as I am blind at this moment. I was on hold 4 minutes 43 seconds and the call was declined. I tried again and this time, after more than 10 minutes, a gentleman by the name of Phumlani took may call. Before I go any further, I beg you to listen to that call, infact, I implore you to, because if that's the service that you pride yourself on, then I might as well close my account. You could hear that I was ****ing guy off by asking questions, he generally couldn't be bothered, he had no urgency whatsoever, no empathy on what I was going through, and just to add the icing on the cake he gave the worst "we do apologize for that" line I've ever heard from a service agent. Oh but he did slam me with a "yah the investigation takes 20 days" and at some point he told me my card would be delivered in 5 days. Worst service ever, it was a huge mission getting information out of this guy, he could have transferred me to someone else if he didn't want to assist me. I had to beg the number to the card department he told me to call tomorrow. I'm still confused as to what's happening with account , am I going to get a card or not, I don't know.

I await your response, PLEASE MAKE SURE to listen to the call before you contact me, so that you will understand what I'm going through.

Call details: No: *** Time: 18:17 & 18:24