Poor Service - No Response from Virgin Money Credit Card ***** Division after a month!

On 27 May 2019 I saw a ********** transaction on my Virgin Money Credit Card. I immediately reported it to the ***** Department - I completed the Declaration form and attached all the required documentation. Today is 20 June and after sending various emails to various departments including Card *****, Talk to Us, VMSA, cmc, disputes - at least once a week - I have not had any feedback from VMSA! The ********** transaction was for almost R10 000! This still shows on my VM credit card as my transaction and my balance in the RED which never happens! How long do I have to wait before I get any response? I am very disappointed with the service (or should I say NO SERVICE) I've been receiving from Virgin Money. I've always recommended them but I will not advise anyone to use Virgin Money in future. What do I need to do for someone to help me and give me feedbac****!