Unprofessional Service

Absa I am still awaiting on being assisted on a ***** case that was lodged in December 2024. I called the ***** department on the day of the incident and I was told to await feedback while they investigate. After some time i followed up on my case and they now said that I should open a case . The Saps are refusing on opening a case a they state that the incident occurred long before. I wasn’t advised by the ***** specialist on opening the case on the same day and after a few days when I’m following up this case issue occurs.