ABSA *****

On 3 May 2018, between 14:05 and 15:00, my ipone was ****** out of my handbag at Keywest shopping centre in Krugersdorp. After realizing it, I have immediately went to Vodacom to report it as ******. A SIM swap was done at 15:14. I went to the police station to get an affidavit and case number, 302/05/2018, so that Vodacom could blacklist my phone. Everything was done at 16:15. I had to wait 3 hours to activate my new SIM card. Later that evening at 22:10 I have managed to activate it. When I switched on the phone there was a message from ABSA to phone them if I did not use my banking app, ********** 557. I phoned them immediately at 22:13 and spoke to Tsotetsi Lebohang. He informed me that there were 5 transactions done on my banking acc and I realized that it wasn’t me. These transactions were done between 20:15 and 20:27. Three cash sends of a R1000 each and two transfers to accounts of R10 000 each. A total lost of R23 000. He mailed documentation that I need to complete. On 4 May I went to ABSA Cradlestone branch where they have helped me to email all the documentation to IB*****. I received a ref no: # ********** 5 and they stated that they will get back to me within 7-10 days. On 8 May I phoned the ***** dept and spoke to Christopher, he said that I mustn’t phone them, they will phone me. On 15 May I received an email from RiskConnectZone, Nokulunga, stated a case number: ASZA-1 ********** 8 and that an investigator will contact me with more details and that an investigation will take up to 30 days or more. On 22 May I phoned Aucklandpark ConnectZone again and spoked to a lady. She informed me that I am still in the que for investigation and that there is not an investigator appointed to my case yet. After reporting my phone as ******, did a SIM swap, blacklisted the phone, what else was I supposed to do? ABSA doesn’t inform clients to stop their banking app on their phone if it is ******. How can this be possible if you have pin numbers and passwords on your phone and banking app? How are you suppose to live and be patient if your money is gone? If I am still in the que after 3 weeks, how many ***** cases are there? Is this the service that loyal clients deserve after I have this account more than 20 years? What am I suppose to do?