Appalling lack of communication and appears to be cover-up of internal ***** activities

I had a traumatic ***** event on my Standard Bank credit card and had absolutely zero response from the bank, except for an email saying that my case had been dropped. When I wrote a follow up email to the complaints division, I was told that the case would be referred to a more senior person and they would phone me back within days. It has now been 3 weeks, I have heard nothing. Total lack of communication - highly disrespectful and rude and on top of that I have received emails saying that I have to pay back the money spend **********ly on my account. There seems to be zero communication skills within the bank, absolutely disregard for customers and NO customer service. Promises are made and broken continually. Why do we pay huge banking fees to a bank which has no regard and seeming utter contempt for their customers? What has happened to following up on a case (as promised) and actually phoning a customer to sort out the mess? When I asked the *****line person I spoke to if I should report the ***** to the police, they told me not to - clearly there is some sort of cover-up going on here?