Game card credit deducted without us using the card

I called the helpline regarding an amount of credit that someone used from my account on 30 june 2020, they told me that they can not see on the system where its been used. But my card was with my wife and she were at work at that time. My wife can't even use my card because they always want to see my id. So how is it posible that they can't see where it is been used on the system? We did not use it. Which means someone must have used it without my card. Somewhere there is a big mistake.