***** in my account not handled correctly

On Monday on the 07.06.2021 the following took place: 1. A transaction took place in my accout it took all the money in my account. 2. I quickly went to the money app to report ***** and that option suddenly dissapeared. 3. I quickly made a call to customer care line and was on a call for almost an hour cause the Nedbank consultant i was speaking to me its like she wanted my airtime to get finished they were nedbank was making me hold long after i reported the unknown transaction that just took place. 4. The lady said she will cancel my card of which i think i should have received some notification for that and i did notthen the nedbank consultant said to me i will receive my new card in 2-3 days of which i have not. 5. I am confused cause that same transaction took place in my account this morning and they did not find money in my account which 'is supposed to be closed' 6. I just need some clarification on nedbank if they colloborating with ********* and why they havent sent me a log number for my investigation and why shoever is still doing ***** in my account? I am very dissapointed on how nedbank is handling since i have been their client for years now :(