shouldn’t my money be safe with a bank ?

My writing this review with so much disappoint . on the 4th of December2018 I went to one of the capitec branch to report that I have lost my credit card , the card was stopped /closed with funds in that account , days after the card was stopped I noticed that the there are ********** activities that are happing that account , and I went to the bank on 21 December 2018 to report that there are transactions that are happening in that closed account not sure how they are happing and how when the card is closed , then I was given a ref number ( ********** 9 ) that it will be looked after and will get feedback from the back after 14 days which never happen . transactions kept on going on till the balance was 0.00 in the credit card . today on the 23/01/2019 I decided to go to the bank to find out whats happing with the case that was open , no answer was given but another ref : number ( ********** 4 ) was given to me , was also informed that that I will be contact by the bank after 14 days investigations should be made . I then asked the consultant that was assisting me on what will happen when I get paid soon.. as usually the amount that was used on the credit card needs to be paid back , will that amount be debited on my savings ? he informed me that a new card should be opened and also change the limit to 0.00 on the credit card . That as soon as I get paid I must move all the money I have in my account to the savings account opened under capitec. I asked the consultant that was helping me on how will my debit orders run when all the money that ill have should be moved to another account ? then was advised that I should know all my debit orders and also when they should be running , make sure that the money that needs to be debited should be available on my account on that day .. does that even make sense ? after being told that I need to move my money to another account to prevent the credit card to pay it outstanding amount . What kind of banking is this ?? why should it take so long for an investigation ? why should I be the one as the client following up ? why should my debit orders be inconvenienced because of capitec service ? why should I be moving money up and down accounts ????? shouldn’t my money be safe with a bank ? What kind of banking is this and who is going to pay for the money that was used on a stooped/closed account .