African bank Failure

My Cc was ****** last month and i immediately blocked it and called the call centre and told them the amounts which were made after it was ****** . They told me the investigation would take a month to finalise and I must call on the 19 dec. today I call and they tell me nothing has been done and now they are escalating it - imagine. My instalment is calculated on the amount owing each month and plus interest is added to that according to the balance. I also pay a hefty instalment for insurance on top of that which means that African bank is deliberately dragging their feet so I can pay An exorbitant, inflated amount until this matter is resolved in their own time. Will I be credited for last months difference in instalment once the matter is resolved ? Or in fact , this coming months ? This is just another way African bank is ******ing its customers by poor banking services and exorbitant fees. If I am paying insurance every month why is this taking so long to resolve ? I am escalating this to the banking services and credit ombud - I’m sure they would be very interested on how you conduct your business and make us pay for insurance then don’t use it .