ATM **** reported, pending investigation but have not even received a Case Number after reported,

I have reported ATM ***** on Saturday 25 November 2023 I HAVE BEEN ****MED, all my money has been withdrawn from my account, When I went to the nearest branch to report the incident, the branch was offline and the officials could not assist me to stop the card. We managed almost more than half an hour later to stop the card after calling The Nedbank Number that we managed to retrieve from the Internet. We had to hold on for more than 10 minutes to speak to a consultant, in this state of Emergency. I have not yet received the case number that was promised to be emailed by the consultant to date. The bank informed me that the matter will be investigated, however, the turnaround time is not favorable they said it will take 2 weeks, I am a pensioner and That is my only source of income. I have commitments to meet such as insurances and cartrack, and I need to have my living expenses to be covered. The investigation is pending based on what case number I would like to know, because I have not yet been provided with a case number by the BANK.