Reversal of unauthorized transaction

There was an unauthorized transaction on my account and I immediately chat with the advisor and later they told me to report a ***** and the person who assisted answered my call after 15 minutes and they cancelled the card and i ordered a new one to be delivered at my residential address and yesterday it was delivered at the branch which i went today to collect but i was told their system is offline. The incident occurred on the 02nd November 2023 and even today my money is not returned. No one is communicating with me but I only received an sms yesterday with a case number.