Suspicious act

I had a very bad experience, I reported a ***** case, on my app, my card was immediately cancelled, the next day I called to confirm, agent told me a ***** case takes 7-14 days and my case is ongoing(after taking my ID num) a week later I call to do follow up. I was told I didn’t have a case. I explain the call I had with the agent, and told the agent, I find it suspicious, I continued by explaining I find it weird that the bank didn’t send me authorisation notification to accept this purchase from my account. Two weeks later I make a follow up again. Just to find out they sent me the outcome that I didn’t receive. They resent it and the outcome states that they are not liable as for OTP or authorisation I accepted. But I made it clear I didn’t receive any. By the way. This is R1412 out of my account.