No answer at call centre or feedback on previously logged case

I had a ********** transaction on my credit card which was reported and case logged in January 2020. My card was cancelled and I was issued with a new one. I was told that my case was logged and that I would be refunded in due time. To date I have not had any feedback nor a refund.

I called your call centre this morning to query. I got through to a agent who asked me for my ID number and then told me to hold on - with no communication on who or what I was holding for. I proceeded to hold for over 30 minutes with an automated voice telling me that I was caller #1 in the queue and eventually had to hang up as there was no answer. This is appalling service - is there only one person that works in your call centre??

Please can someone advise regarding my ***** case as logged and when I can expect my refund.