incompetence

I have recently occurred a ***** case on my account in April 2021. Since then I had to do follow ups and ask questions because not enough information was given to me about the policy and procedures regarding this first time matter as a client for over 10 years at Nedbank. I was told by a consultant that the matter was found in Gauteng and that I am in Cape town which means it was given that this was a ***** case which somebody has done purchases on my account to a certain value without my consent. After doing so many follow ups, I got a call from this specific consultant on the 19/07/2021 at this branch in Vangate Mall mentioning to me that the money cannot be given as a result that I might have a relation with this specific person. First of all I dealt with this matter when my money was frozen and no purchases was done, for a bank to wait and see what is going to happen and leaving me with a result of nothing for 3 months.