Incident dissapeared

I reported unauthorized online purchases on my account. I contacted Client care on the 06th March after blocking my card. I then got a reference number- ***. I tracked the progress on the Whatsapp line and Friday it sailys there were no incidents. I contacted Client care and was informed that the incident was closed, they "might" have duplicated it and the 1 still open. No reference number, they will send me an sms with the new reference. I still haven't received anything. Why would you close an incident without any resolution or making sure the duplicate has been escalated. I have always been very happy with Capitec but this leaves a bitter taste in my mouth.