Bad Service

There's a ***** committed under my account profile at ABSA, I contacted SAFPS and they referred me to ABSA ***** department and Godfrey TM Mncube (Specialist Card ***** Investigator) was assigned to my case. He did the investigations and to his conclusion he confirmed I was not the person who committed this *****. He advised that he will then send a letter clearing my name. To date I haven't received any clearance letter. when I try to contact him he says he is now on pension. I contacted ABSA and they want me to start the whole process again.