No service from ***** department

I reported ***** on my credit card for Apple purchases. The card was cancelled and a case number was issued. I called serveral times for an update but was told they were still busy investigating. Called again yesterday to be told the credit has been passed. I requested for the account to be activated again. Once activated, I am now seeing *****ulent Apple purchases again for December 1. My account has been blocked since October and I haven’t been able to use it. I have sent numerous messages on my app to order a new card and have my account un-blocked. I follow the steps given and I am still unable to access my account. We are now in December and I am still dealing with this issue. I am extremely upset with the service. Are there no controls in place to block these transactions? Also, no one bothers to call you back with updates. I have to keep calling the ***** number which is totally useless. I wait on the line for 30 mins and then get cut off. This is pathetic. This issues has now got to be escalated and attention given to this query.