***** case not resolved and no responses

I have opened a ***** case in December 2017 as an unauthorized purchase went off my account. I cancelled all my cards immediately on the new Nedbank app, and therafter contacted the ***** department, The following day I received an affidavit I needed to complete and send back, in which I also received a case number. To this day I have not had any response from the person handling my case or any other person in the ***** department, even after emailing them on several occasions! I am utterly disappointed at the poor service given to a loyal client. Do you not take ***** cases seriously??