Mall @ Reds ***** case not taken seriously

I am an 85-year-old man who is so stressed, Yesterday I got a phone call telling me in the morning I had a ********** account from a lady who claimed she is from the ***** dept. I immediately went to the bank to follow-up what is the problem. The consultant who assisted me called the number I called and told me everything was ok and to change my pin. I changed it. Today I got a second call that more money was being taken out and they are busy looking into it. The person kept calling me. I mentioned it to my kids who immediately called the ***** dept and they are confused why the consultant didn't call them to block the card and reissue a new card. We had to call after a day as nothing else was done accept changing the pin. This was at the Mall @ Reds. Can someone please explain to me why this was not taken seriously at the branch. I thought the branch would help me. I havent slept for 2 nights due to this stress. Luckily my kids assisted me to block my card. I think the people in this branch should be investigated.