unauthorized transaction

An unauthorized transaction happened on my account. I called and reported the incident immediately. I only received sms to say they will contact me during the day, but they didnt call. At evening time another sms stating that they couldnt get hold of me, but thats a lie as i had my phone in hand and didnt receive no calls from the bank. The transaction was more than my set limit and also the fact that i didnt get any in app sms to authorize raises questions as to which level had excess on the system to have that override? I called in 3 times to speak to somebody, but had no luck as she was on lunch or not at desk ect. Till today no effort was made from the bank to contact me and no funds reversed