Very poor ***** reporting experience

I called Absa ***** on the morning of 18 Oct to report a charge that went off my credit card that was *****ulent. I have done this in the past and the previous people who assisted me, stopped my card, got a new card delivered to me and logged a dispute to get the amount refunded to me within a week. This time however the person I spoke to said he could only stop my card and I had to log the dispute myself. Even though I specifically asked to have my card delivered, he instead had it sent to a branch. Furthermore, I logged the dispute that same morning and I have not received any feedback to date despite me following up and despite their auto-response saying they will provide feedback within 3-5 days.