Not getting feedback regarding my Card ***** case

I would like to expose Absa for their *********** non feedback. I have a ***** case where my card was cloned on the 28th July and transactions from non existent places started going off my account for the amount of +-R2800 on the 30th July. I was informed to wait 7 working days in order to call in again for feedback.

firstly I don't understand why, AS A LOYAL CUSTOMER, must I be the one calling in to follow up. They should be the one picking up their phone to call me and tell me what is going with my case and when I will get my money back. This is an inconvenience I certainly didn't plan or anticipate and now I have to run around from one place to another calling their ***** call centre finding out when they can pay me back my money. Is this Absa practicing Treating Customers Fairly? I am really disappointed. I then speak to a lady by the name of Lerato who was at least able to assist me with the investigators name (Olga Mphahlele on ********** ) and every time I attempt calling that number it's engaged. So Absa what does this mean??

Do I sit here and wonder if anything is happening with my case? Do I sit here and hope I receive a call for feedback from your investigator Olga?? Do I wait and also hope the money and bank charges are reversed into my account as in whenever?? Does this mean I must flippen change my bank?? CAN I JUST GET FEEDBACK ON WHAT IS HAPPENING WITH MY CASE. NEXT STEP IS TAKING YOU GUYS TO THE OMBUDSMAN, THIS IS NONSENSE!!!!!!