Inconsidarate service from the ***** department

I called Nebank ***** division and logged a ***** case on the 28 July 2025. I wrote down all was required from me and I asked if they need the affidavit, but was told that no, the case number will be sufficient. I repeatedly asked this and still got the same answer. I logged the case with SAPS and provided Nedbank with the SAPS case number and all other supporting documents as stated. Weeks later, I received an email stating that I should provide an affidavit and I rep**** that I was told that it won't be necessary as the SAPS case number will have all the information. 17/09/2025, I email to find out the statuses of the investigation, I am told "due to the affidavit not submitted, the case has been closed!!!!!!!! I was under the impression that Nedbank will remember that they told me not to submit the affidavit and continue with the investigation, but no, they close the case and did not have the decency to inform me, until I asked of the status of the case. Imagine loosing over 50k and on top of that your bank that you've been loyal to for over 15 years treats you like this!!!! :(:(:(