Discovery Bank's failure to protect customers

A certain company took my money in my account I reported the matter with Discovery Bank, and my case was handled by Boitumelo and I provided necessary information, every time I am phoning in to check the status update, I discovered that my case is not updated as I am speaking with one the bankers. I am unable to speak directly to Boitumelo. I called in Yesterday and I was on hold forever and even today I have not made any progress I am very frustrated and I wanted to speak to somebody senior than Boitumelo and I have not succeded.