***** Card Disputes WORST service

I have now for the second time this year had to cancel my card due to *****ulent transaction. I logged first time in January 2023 and then now again November 2023. I was told it takes 7-45 working days for it to be investigated and to give me feedback. It has now been 10x months since the first incident and no feedback or my money given back! Honestly how long does this take or is my case not serious enough due to the amount that was taken. This is such an inconvenience to have my card cancelled twice already this year and all the admin around getting a new one plus the fact that money has been taken off my account this time of almost R1000 . Whom do i need to speak to, to get this looked into and returning my money!!! At this point im looking at moving to another bank with more sufficient customer service