***** case send to wrong department

I just had a call from Standardbank *** to tell me that my ***** case was allocated to the WRONG DEPARTMENT. The ***** took place on 26 Feb 2025. Standardbank phoned me on that day an hour after the ***** took place on my account. The person said i must phone the ***** department on this nr ***. Which i did. I spoke to Lunga. i was on the call for an hour and 9 min. He gave me a case nr. 060208. I told him everything. He said i must email all this info with the AVIDAVIT from the police to this email. ********. Now after 3 weeks Standard tells me that this was the wrong department. Now the case starts all over again I must send it to another department. Please can someone help me to speed up this process. Im so disappointed.