***** on my account

There were 4 *****ulant transactions made on my savings account. Reported it almost a month ago and the consultant took all the details and sent it through to their ***** and investigation department. Bank phoned me and said the ***** department confirmed that they received all the documentation and it will be sorted out in 7-10 days. Never heard from them again. Went to the branch for a third time today only to find out that they have no case number and do not have any documentation and no body knows anything. I start to believe its a inside job because there is a different excuse everytime and how can the file be missing and no case number....but the consultant received confirmation?