********** transactions on my Jet account

I'm unhappy about the speed and attention assigned to my case. I logged a call with Edcon for a dispute on unauthorized ********** transactions. I logged the dispute 04 July 2019 up until now no one has contacted me. I escalated my dispute 20 August 2019 and I was promise their team leader Vanessa will call me. Up until now I haven't spoken to her. I called again 22 August 2019 I was told to wait I waited for more than 20 minutes up until I couldn't anymore. This is appalling and unfair to your loyal customers.