Unacceptable feedback regarding ********** activity on my store card

On 30 December 2017 I received a sms informing me that I made a purchase of R1388 at Ackermans in Renbro centre, Hammanskraal. Being in Cape town and having just paid my account the day before at Ackermans Cape Gate, I called the call centre immediately. I do not have much credit on my card and therefore left +/- R1500 on the card for my kids school clothes which I would buy later. Therefore when I received this sms I was shocked. I checked my purse and my store card was still in my possession. the lady at the call centre told me that it would take up to 21 days to investigate and get back to me with regards to this ********** purchase. I wasn't to happy about the time turnover as schools opening in Cape town on 17 January . In January I called the call centre again to find out what was happening and whether I couldn't make any purchases on my card yet. But to no avail. On 25 January I receive an sms informing me that the dispute investigation has been resolved and that my card has expired. I then had to go to a store to collect a new card. I called the call centre again to get some clarity on the resolution of the investigation but was told nothing is on file and that they don't have an answer for me. Now I find this very disturbing that I couldn't get answers regarding the ********** activity on my card as my card has been bridged. I didn't even receive an apology for the inconvenience of the ********** activity on the card never mind the explanation as to what happened and how did someone get access to my card details and be able to purchase yet the card was still in my possession. There was no apology considering that I informed them I left the credit on the card to be able to purchase school clothes and because of the investigation was unable to do so. I feel that it was only right of whoever conducted the investigation to firstly apologise for the inconvenience and then give me as the customer as explanation as to what happened that my card number was used. this is not only a bridge of my store card use but also a bridge of identity and I therefore feel that it should be handled more professionally. Give proper feedback with regards to how my card was used and what actions you have taken to ensure that it won't happen again. don't just send as sms informing me that the matter is resolved and I now need to get a new card.