***** and neglected by the same bank

So yesterday a *****ulent online purchase happend 4 times on my account, tried calling in and they were off on which I understand, today I call and the agent tells me it's ***** the will stop the card and I need to pay for a new one from a capitec branch what nonsense is this from this bank like really it is your bank I did not swipe or purchase anything yet I must pay for a new card maybe it's high time I left this stupid bank