BANK assistance poor

On Friday the 28/09/18 my card was cloned and when I realized something was up I went to the bank in my area to stop the card when I asked the consultant what must I do she politely smiled and said "ooh shame someone ****** you" she did not know what to do or how to assist me I had a balance of 0.00 in my account and we could clearly see where the money was drawn and that clearly it was not me cause I was in the Bank. Question why do we pay all this bank charges, ATM fees and then fees to get a new card but the assistance is so poor