Bad experience

In March 2024 I had an unthorised online purchase and that is uknown to me, and I quickly went to Golden walk shopping center branch for assistance, the consultant whom was assisting promised that it will be reversed within 48 hours as the case was opened. As I was scared I suggested we close the account and open a new one but the consultant assured me that we can only change the card as the card number will be a new and pin then my account will be safe and I believed her as she is trained but I never received the refund , to my surprise on the 3rd May 2024 I saw 2 online transaction again I rushed to the branch in Festival mall, they told me there is nothing that can do about it and if I want to close the account I must come after 48 hours. What horrible experience.