Appalling service for ***** investigations

On the 3rd of June, I had multiple transactions go off somewhere in Midrand on my debit card while I was sitting at my desk with my card in my purse. I don't work or live anywhere near Midrand. I still have that card. I followed all the protocols - I cancelled my card, reported the ***** incident on the app, and then called the ***** line. I was told that a case would be opened for me. I got an automated call the next day telling me to call the ***** line. I called, only to find out that the case had not yet been created. It was created then, and I was told it would take 7 to 30 working days to resolve. I was also told, I should call after 15 days to check if any progress had been made. After the 15 working days, I called and was told it was still being investigated. On the 20th working day, I called again but was on hold for 45 minutes. I went onto the secure chat to see if I could find out anything. Apparently, a letter had been sent on the 27th refuting my claim. I have not received anything. I called again and was told it would be escalated and that the letter would be resent and someone would contact me within 24 to 48 hours. I'm still waiting for that letter and for someone to contact me. I called again every day last week. On Friday, I was ASSURED someone would contact me by the end of the day. I'm still waiting. I called again today and was told the investigation was still open. I went onto the secure chat and was again told that the claim had been refuted and that it will be escalated to the team once again. No further information has been given. I'm extremely angry. How can you tell me that 7 transactions made at the same place in under 5 minutes is not suspicious activity?! And why have I been led to believe that I would be helped when I needed it most? I'm not letting this go. I will be going to the Ombudsman.