No service from Virgin Money

On 17 March 2018, my credit card was being used to make unauthorised transactions. I tried to contact Virgin Money to stop the card but nobody answered the phone. Eventually, ABSA card assisted me to stop the card. ABSA card also managed to assist me to report the ***** on the card to the Virgin Money ***** department. On 17 March 2018, the operator informed me that the Virgin Money ***** department will contact me via e-mail within 48 hours to investigate and reverse payment. This has not happened. Since then, I tried to contact the ***** department without success. The call is put on hold for approximately 20 minutes after which the call is dropped. I e-mailed Virgin customer care numerously to get some help. The only response I got is the automated reply that my query will be answered in 48 hours. It is now more than 7 working days and still no response from Virgin Money. What baffles me is this: 1. The card is enrolled for 3D secure. The unauthorised transactions were executed and completed without 3D secure. How is this possible? 2. Virgin money has a 48 hour turnaround policy. Why is it now more than seven working days and no response? 3. Why does nobody answer the phone at the 24 hour emergency assistance line?