Turn around time not met for my query

On 17 December we open a ***** case, after being de*****ed by ******** with online purchases. I went to the police station and got the affidavit as requested. The same affidavit was emailed on 18th, it had case number on it. Absa bank acknowledged the affidavit, they even said I will be contacted with in 48 business hours. Today the 27th December, I get an sms saying they cannot proceed with my request as they are still waiting for affidavit and case number of which the same people acknowledged the same on 18th December.

I cannot tolerate this kind of service from the bank I banked with for so many years. This kind of service is unacceptable. I demand answers and closure to this query.