Mr Price shielding culprit who **********ly used my account

I had an unfortunate incident where someone used my account to go on a shopping spree (mind you I had the card with me the whole time). The person had a shopping spree in Gauteng, unfortunately I was in Limpopo at time of incident. I sent through all that was required from me by Mr Price. And later got an email telling me the ********** activity on my account has been reversed and they have cancelled the transactions. I wrote a follow up email requesting the outcome of their report as I wanted to open a ********** case against whoever bypassed their systems and bought on my account. To date, I have not had a response. I am not sure if they are indirectly telling me it was an inside job and they are protecting the culprit. I am really disappointed. How am I supposed to continue being their client when something like this could happen with all systems in place? And why is it difficult to give me the outcome of their investigation?