***** case not resolved

We registered a case of ***** on our account with the ***** department. During the call we were assured by the consultant who answered that they would be in touch with the relevant bank and have the payment stopped as we were logging the call in less that 24 hours after the payment was made. On Friday 15 October an email was received to say that no funds were recovered and they recommend that we log a complaint with SAP. We have been trying for a week to get details on why ABSA was not successful on this recovery as the case was logged within plenty of time for them to get the payment reversed. Also, we have already sent through the SAP case number to ABSA which from the wording on the email doesn't appear to have been updated on ABSAs system. Nonsikelelo Mpila is not responding to our queries. What is the point of having a ***** department when it appears that when you call and log your case, no action takes place? From this experience, it appears that ABSA doesn't care about your money. I can't recommend them as a provider of choice.