Unable to close account and refusal to investigate *****

I suspected ***** on my credit card and phoned the ***** hotline to stop my ABSA credit card who confirmed this was done. The following evening I received an sms stating that a transaction was declined on my card as it had been block and I must phone to unblock it.

I phoned ABSA at 22h42 on 8 July 2019 and spoke to Tinyiko who advised me that the card has not been stopped. I requested the stopping of the card as well as the closing of my account. She said she was unable to do so as the card has not been issued yet as I had requested a new card. (I have been trying for months to close my account).

So, apparently I have to wait until they issue me a card and I collect it at the bank before I can close my account????

Also, when I asked whether they are going to investigate this incident, she asked me whether I opened a case. She was quite rude when I was surprised that I had to open a case- the mere fact that I detected ***** and phoned to report this led me to understand that my identity has been compromised and that the bank would take this further. Apparently not.

I as of this moment am still unable to close my account- worst experience ever. ABSA will not see me again.