***** Case not being attended to, Horrible Customer Service

Reported a ***** case on the 26th of July 2024, Got a Case Number, Supporting Documents, Signature Speciman, All Required documents was submitted to the bank on 29 July 2024 to *** then again on the 30th of July 2024 all the documents was submitted to '***' i also emailed the documents to Grace Nkosi, it has been nearly a month and all i response i get is " Once there is anything the investigator will contact you" this is the worst Service i have ever received, and in the mean time i am being charged interest, the unprofessional way i am being treated is disappointing, Why would i go through all the Trouble of getting a Police Case if I was aware of the ***** Transaction. I was also Charged R113 for a replacement card?? does that seem Fair???