Pending investigation since 2011

I phoned the bank to freeze my account on 30 September 2011 when I had suspicions of ******* at ATM, but they said they can only stop the card, and I said if that's the only option, then they should stop it. But a few hours after, money was withdrawn from my account. Every time I went to the branch, they told me an investigation was being done. I went for about a year and got the same answer, then I stopped and waited for them to call me, but they never did. Early this year or late last year, I did a follow-up, and found out that the case was closed without me being consulted. They said another person answered my phone, but that's not true, coz I had never changed my number. The query was redone early this year or late last year and they promised to return to me, but they never did until today. I still need an answer as to how the money was withdrawn on my account after I had logged a call to stop my card. And I need a re-imbur*****t, if they are not going to re-imburse me, I need to know why, because the money was withdrawn after I had phone<br> phoned the customer care line to stop the card. I phoned 2 times, before and after the money was withdrawn on that day. Please contact me.