No service or help

On the 29th November, I checked on my bank app to see that an amount of R1600 was pending on my account. I realised that it was nothing that I have authorised. I immediately contacted the ***** line. The lady that assisted me stopped my card and when I asked if the money would be reversed she told me as soon as it goes off my account it will be reversed. She gave me a reference number and with that I thought everything is sorted. To my surprise the money went through but nothing was reversed. Nobody came back to me so I queried it and used the reference number. Just to be told that they only reported the matter the 9th of January. Apparently I need an affidavit and a case number. Today, the 16th of January they phoned me to say that they will not be refunding me and I have not even submitted the affidavit yet. I am a pensioner and as you all know life is expensive. How safe is our money in the banks. Maybe I should put it under my mattress. So disappointed!