Not loyalty and value to Long-time customers

My hand bag was ****** 2 weeks ago and I lost everything that was in it ( bank cards,clothing accounts, my only car keys, id and drivers licence ). I quickly ran to the ATM to cancel the card and order a new one. I immediately ordered a new card at the ATM and I am still waiting for it now. I also opened a ***** case later when I realised that 3000 and 150 was withdrawn, not by me just few minutes before I cancelled the card. I still haven't received feedback till this day. All my payments are only limited to online banking and it is frustrating. Not everyone prefers eft, I can't pay cash from my account and have to transfer money to friends' and family members' bank accounts for them to withdraw and give me cash. why has this dragged on for so long?! I am already struggling without an ID because one can't do anything in this country without an ID and now I cant get a simple bank card with a bank Iv been with for 8 years!! How long does it really take to investigate a ***** case and to deliver a bank card to a customer?!! I am really unhappy with your service, and I don't feel valued as your long-time customer!!