absa delays ***** case

My card /account was used in JHB online - someone hacked my account - bought online on the 16th and the 17th - they also took me off cell c data base so I do not receive any sms transactions. when I went to withdraw at the atm I was made aware. I immediately went into the branch. - a ***** case was opened and absa was notified of same.it took them a week to send me a letter despite me contacting action line. I am an ex-employee of absa - turnaround time to respond is twenty four hours - this took days - the lady that first heard my story, her reponse on the letter was that I cancelled my account after the ***** took place. how am I supposed to know about the ***** when I had no access to sms or my cell till the 18th. then I wrote on the 26th of October to ********** it took them a week to allocate and gave me a letter today to state that I wil hear from them on the 16 November ad this is within their SLA - each dpt of absa has an SLA - what SLA does the client have? - I requested and sent the Manager an email and still await their resonse. absa picked the ***** up but they chose to release my monies. I have never purchased or done anything online,i even sent them proof of cell c that stated that my cell number does not exist. I hope this assists and someone tries to help me