*****ulent transactions - no refund and have to pay a card replacement fee

This morning I've realised that my bank balance was R0. No suspicious transactions on my app. I've phoned the bank, they can see the *****ulent transaction, stopped and replaced my card. Here is the shocking part: when I ask whether a refund will be processed, I get the answer 'there is no guarantee'. I was in no way responsible for this transaction. I didn't authorise anything, I didn't provide my information to anyone. BUT now I am suppose to take the loss AND pay a card replacement fee. It seems like Investec don't protect nor care about their customers in these circumstances.