Bank failed to address ***** on my account

After I reported a *****ulent charge on the app on my Fusion account on 27 December 2023, I was sent from one department to another, and I eventually ended up listing two reports here. They rep**** with a mail with steps I should take on the app, which I did, and I still did not get any reaction from the bank. I then decided to visit a branch, where the lady opened a new case with a new reference number. Upon enquiring on the progress with the new case, I was told I had taken too long to report the *****, and the case was closed. ********** service from the bank, and I will surely report this matter to the banking ombudsman. Previous reference numbers ***NF and ***NF.