banking decline my debit card ***** application

I am very upset that I haven't received the utmost quality service regarding my incident. On the 25th feb 2015 when I wanted to withdraw money from my acc it got frozen and money R5000 was withdrawn out of my acc. I submitted debit card ***** form to the bank n1 city goodwood. It came back yesterday saying that it has been declined cause whoever withdraw my money used my pin nr and my card. Well Im saying whoever investigated this case didn't investigate carefully. Cause the same moment that happened to me I blocked my card. My card was retained. Went to another branch to get another card and withdraw the remaining R340. The next day I changed my pin they said they cant do the transaction cause the R5000 still shows pending ,meanwhile I lower my limit app**** to internet banking for secure services.<br> They never asked me for a case nr I opened a case for my own investigation so that people can be caught.The constable got to footage from the store to investigate this matter and the bank cant do the same.Wendy from N1 city called me yesterday saying I can resubmit. got ther she on lunch ,no manager and no one can assist me!he just said I must go complian by the ombuds!! thats it!