Transaction refund bad bad service

I have called the authorisation department with a query and I have been going back and forth providing them with the same information they keep on asking on all their responses seems the consultants are ******** or the don’t read it and mails the ref number given is Re: C-***1 and all the responses I get are asking for the information that was already provided and I need my money released Absa service so pathetic would not recommend them at all shame 😔😔😔