FNB Call Centre - Not to trust

My wallet was ****** on the 24th of December. Immediately after it happened, I called the Customer Care line from my friends phone. The number appears at the back of all cards. I spoke to a lady for 5 minutes, which assured me over and over again, the card was blocked, and no purchases or withdrawels have been made, or can be made. On Monday, the 28th of Dec, I went to the branch to collect my new card. To my shock, it was discovered that all my money has been ******. Purchases were made, and withdrawels. Suddenly my daily limit has been doubled. Also my pin nr was used, and I know for a fact the pin wasnt anywhere in my wallet. I contacted the ***** department, who told me there was no record of any phone call made to block the accounts. I have an itemised billing that confirms that the call was made, and a screenshot of the phone. The ***** department told me that I will be held liable for the ****** money, and its not acceptable. I would just like to know, what happened to the phonecall I made? It cant just dissapear, and the person I spoke to is definitely not capable of doing her job. Why is there a missing link between me and the assurance the staff member gave me.