Pathetic unhuman service

On the 4th of December 2020 there was a ********** transactions in my account so I called the called centre and was referred to the branch,I explained I did not perform the transaction my card is at home I hardly use it when I go to Jozi I send careless cash withdrawal to myself. Consultant told me is my fault it means the card is lost I should have reported it ******. I tried explaining that is in my house but she was not interested,she issued a new card telling me there's nothing the bank can do I won't get my R535 taken from my account they won't invistigate. After living the bank I was not satisfied with the service I called the call centre to ask for the matter to be invistigated and charged me R80 for the new card, consultant kept on saying she will cut the calm she can't hear me which she did, I moved to another please to call again the guy was saying he can't here me ,no one bothered to call me back . Yesterday as I was doing washing I found my old bank card on one pocket of my jacket which had a hole in it and the last time I used the card I was wearing that jacket I have it hear as prove that transaction was not done by me it was ***** ,I need your ***** analyst to invistigate this ,I want the consultant to be dealt with and I'm willing to plead my case to the ombudsman should I not get help. People I quick to press the next number just to push the line before resolving issues not knowing who's on the other side