Did not get back to me on 3 occasions

Called about a ***** case opened and was told by one call center employee I would get a reply in a week, called back after a week and was told by Danielle they would definitely have an answer no later than yesterday, called back today spoke to another employee and then the manager Kaleb who said they would call me this evening. All this after my card was taken by a Standard Bank ATM and a substantial amount of money was taken from my account. I am seriously considering moving my account.