Unresolved Credit card *****

I used my ABSA premium credit card to withdraw cash during my visit to India, Mumbai on the 9th October 2018. I drew an amount of R2089.07 and the transaction was debited off my account twice. I reported the incident telephonically to the ***** division. They subsequently requested that I report it to my nearest branch. Having contacted the Sunninghill Branch during November 2018. The case (***) was logged and escalated from one division to another. During May 2019 my credit card was cancelled and replaced. Why is this case not being resolved? What is the delay? To this date I have still not received any feedback from the *****/investigative divisions. As a loyal ABSA client, this is not the kind of service I expect.