Speedy resolution not met

Unauthorised transaction went off my account without my knowledge i reported it as soon as I became aware of the incident using the soshanguve Crossing Branch the service was poor to say the least the manager at their soshanguve crossing branch was RUDE when i asked her a question she referred to me in a very derogatory term ,upon asking how long it would take approximately she said i am welcome to leave Imagine!!!i proceeded to call the complaint center numerous times to ask about their promise of a 5 days turn around time which they the selves had suggested .According to my Knowledge from similar incident that accord i well within my right as i client to request a refund as my pin was only known by me and ********* have technology to grab your confidential information to use for their purposes I would like a speedy resolution to this matter please "I am frustrated .