No help on unauthorized card transaction.

I had an unauthorized transaction on my card. I have been trying to sort it out and get my money back but it has yet to be sorted out. I have reported on the app and even went into the physical bank (they didn't even try to help and told me to log it on the app). I had to explain the same thing multiple times via email.. Only for you to tell me things to do that I have ALREADY done and explained in the email. I just don't understand why I'm not getting the help I need from you to sort this out. There has been zero progress... Making an unfortunate situation even more stressful.