***** Case on My Discovery bank account

I had ***** done on my account where my card got cloned on my Apple Pay somehow, the transaction happened overseas in Peru, and I notified the bank straight away after they withdrew all the money in my account. After contacting the ***** department, they were very unhelpful saying they couldn't stop the transaction and were not sure why I did not get approval requests on the transaction even though it was an international transaction and didn't stop until my account was emptied. they said they would have feedback within 72 hours and a week later I had. not heard a single word from Discovery Bank. I filed an official complaint with them saying I would get feedback I still have not had any feedback on my complaint. First of all, why didn't I get an approval request on this transaction, why couldn't they stop or reverse the charges immediately after I notified them straight away, and the attitude and service regarding this case were disgusting and unresponsive. New customer of Discovery Bank and very very disappointed in the reaction and service regarding this case. Are they really a bank?