*****ulent purchases

I received a statement on 15 March 2025 and 4 *****ulent purchases were processed on my account. I usually receive a sms alerting me of purchases done on this account but did not receive even 1 on the 4 *****ulent transactions. Upon calling the call centre I was requested to send an affidavit and a copy of my ID and to date I do not have a ref for my cases or any communication or acknowledgement from the ***** department. My card was not replaced and your policy is explicit that a card is needed were buying on account so how do you explain this mishap? May you urgently deal with this matter as it will negatively affect my credit rating