***** Dept not available

I had two unauthorised deductions done on my cheque account. The Card ***** system notified me of the deductions and I tried to contact them. I am still waiting for them to contact me back. I logged a dispute and asked the amounts to be reversed, this still has not taken place and is in the uncleared queue. The card has been cancelled, so I am sitting without a valid card, and without the funds that were taken. I am a pensioner who is dependent on my funds and a loss like this is a biggie for me. Why can these amounts not be reversed? Surely, for something that was disputed immediately that it was detected, it should not be a problem?