Bad business

My card was used or cloned coz a purchase went through when l was driving my child to school and l went to the branch in Lambton and I was told to wait a week by a lady by the name of Alice and later the issue wasn't resolved l went to see the manager she then said 6 weeks upon my return l was told they can't pay back my R 513 as it was done online and my card number was used which means it was cloned and how they can't refund it and l then wanted to close the account the lady said she was busy and can't help some other days l was told that l must come tomorrow as she was off and no one can assist me l want to know