Unresolved compliment

On the 25th of December there were *****ulent activities on my bank account. I informed the bank and an incident ticket was logged. I followed up with the bank via calls and wats app since I was not getting any feedback. on the 4th of January in the evening I received a SMS from the bank advising me that they tried to get hold of me without success(which is a lie) and that my case is closed. The following morning I contacted the bank via wats app I was advised by a consultant Sinothando that my card and pin were used on the transactions. I requested evidence that lead to that conclusion cause I had my card all the time, she logged a compliant ticket advising me that her superiors will contact me within 48 hours. Today I called and spoke to Noluthando who stated that the transactions were made via tap and buy which is a total different story from what the previous consulted told me cause tapping does not require a pin. She also could not assist me but transferred my call to the ***** department. I'm being send from piller to post by the bank, all I'm requesting is the evidence that lead to the conclusion because I'm 100% sure that my card was cloned. My question is how do two consultant viewing the same ticket give me different versions ? Don't I deserve to know how the bank reached the conclusion?