********** sim swap

My cell phone number was used for some swap and money were ****** from my bank account. On the 17 June 2021. I went to my bank to report ***** case the open a case and asked me to provide them with confirmation from cell c for sim swap. I went to cell c on Monday 28 June 2021 at Balfour Park and they could help me until I went back to my bank and explain to the manager who accompanied me to them that's where they gave me email to sent and ask for a letter. I emailed them they provided me with reference number *** and on their auto reply it shows that someone will contact me within 48hrs which it didn't happen.onthe 03 July 2021 I went to my bank at Alexandra I spoke to ***** department they still need a letter for them to finalize the case. I asked to see the manager who helped me to call cell c and request for feedback. Consultant from cell c said she sent an email for escalation and someone will contact me within 48hrs still no one contacted me. I went to my bank On the 05 July 2021 I asked to see the manager she helped me to call cell c for help. And they were asking me questions about the sim card which I don't remember as I'm traumatized by loading R39999 on my account due to sim swap which I didn't do it. The lady who was helping me who is She couldn't help me as I'm unable to answer the questions. How can they reject me like that as they client my phone is ****** I don't have the trace is activities in what was happening on my phone. please help me out Im stuck now