Floored system at Nedbank

Hi my account was de*****ed via my money app and this was all NEDbank had to say:

Complaint *** Further to our acknowledgement of your complaint, we had engaged with our Forensics Division who analysed your dispute and regret to advise that your claim has been rejected.

So if the bank does not know how my account was de*****ed then who should now, they advertising that they have the most secure app which i believed. They did not call me to explain why they rejected my dispute just this email is this how clients get treated????