Account hacked

I was ******, my account was hacked, I was at work and when I saw an sms notification that the was a cash send, I immediately tried tried to check via application but my application was giving me an error message, it was not working. I left work and went straight to the bank and was told to wait 8 working days which I did. Today I am told I should open a case and submit a case number so they can have legal rights to check if that account still has the funds. Obviously it's already more than 8 days, why was the info not given to me in time. They could not refund me my money