No service at all from Absa

I have had a creditcard transaction query re a duplicate transaction. I have sent absa my query via email, and they keep sending a response that the query is closed!! This happened now for about 7 emails in a row! I have not once had a call from an absa person discussing this with me, or even explaining to me why it has been closed. It definitely has not been resolved! How can they decide it has been resolved without it being resolved???? And on top of all, I have a private banking account! Terrible terrible service. I’ve been with them for 30 years but they are just getting worse!!! Best I bank somewhere else.