No feedback on ***** case

I contacted ABSA two months ago about money that was transferred into an account of theirs for payment for goods that were never delivered. The lady at the call centre was fantastic, immediately blocking the account and giving me the email address to send supporting documentation so that they could investigate. Since then, however, I keep asking for feedback and receiving no response from ABSA. Clearly their mission statement about making banking simple is more about talk than substance!