poor service/weak responses/unable to assist

16/04/2020 - called into the call centre seeking advise on a transfer done from my credit card to a merchant, the merchant cannot provide the goods and services and was seeking a reversal. Apart from continously having to call back because the calls were being cut, i was pushed between the digital and disputes department, unaware of who could assist.

19/04/2021- followed up today exact same scenario was pushed around between departments, each saying the other will handle it. however was told it could take up to 3 weeks for a response.

Does such a huge corporate have trained staff, who can effortly guide us to the correct department, is there a process in place to respond sooner than three weeks? are there legal policies in place to assist us the victims to retrieve the funds ? if Absa is unable to protect me the customer it will be losing me as a client.