No response to website query

I submitted a query on your website on 30 November, received an automated response that I would get reply within 48 hours, but nothing gto date. My query was regards my housekeeper, NJ Kona, ********** 070083, who lost her card and has now had unauthorised purchases on her account. She has completed a dispute form but is being told they cannot (or will not) view footage on the cameras as they have picked up the dates and times these purchases were made. This was at the Uitenhage branch. Please provide feedback.