Complain

It on 10 may when I went to withdraw when my card declined,I went to nearest branch to look for answers coz I knew I had 20445 in my account,they told me "your money is transferred into to accounts on 05 May 2023 "I didn't receive any notification cos my phone lost network.,I laid my case ,they said they will investigate still even now m still waiting,I did everything they want me to do,My R20445 gone how cos I didn't give any0ne my password or pin how com?