What to expect when reporting card *****

Here's my story of what happens when you try to report card *****. Just a cautionary tale. So I found an unusual transaction on my bank account from a few weeks ago. I thought it was probably a case of where a business is trading as a different name, so although I had absolutely no idea what it could be, I ignored it. Then it happened again and it was only a day ago, and once again I had NO idea what it could be even though it wasn't so long ago I couldn't recall my movements. So I was worried it was ***** and went into the bank where they looked at it and said it was an online payment! So they were saying I must pay R80 if I wanted them to investigate it. They even rang up someone who said that the one payment was in store and the other was online, and I knew for sure I hadn't done any payments online. Even the lady in the bank said it was strange it was such a small online payment if it was ***** but I thought it might be a case of fishing to see if it went through. So because they said the payment was online and also it had not gone through yet I paid the money to investigate, asking if they could stop it going through. They were vague on this one not answering me properly but saying their ***** line would call me within a certain number of days (I can't remember how many). So of course the charge went through and I got called on a Sat eventually after many days had passed. The first call, my phone did not ring - I don't know why, but it registered a call. The second call shortly after I just missed as it rang off as I answered. I immediately called them back. The lady I spoke to said, no, now my case had been closed because I had not responded (!!) So I was saying but I only just missed the call and she was like 'it's closed'. Anyway I asked her what was on the file and she was able to tell me they dismissed it because both payments were made in person. i.e. THERE WAS NEVER AN ONLINE PAYMENT. The only reason I paid to have it investigated. I still have no idea where or what this payment was for. So basically I paid R80 for them to investigate and R80 for a new card for no reason. The whole experience showed me they don't care about *****, basically it's your problem as the customer, you must pay them and if it does turn out to be ***** it will still be your problem because so many days have passed by then. Am not happy about being given misinformation about the use of my card and also that they immediately closed my case after the most minimal attempt at contact. (And apparently once its closed, it cannot be opened by the other person who you speak to).