Money ****** and no investigation!!

on Saturday 7th March 2015 I noticed weird amounts going off on my Cheque account every minute. I immediately phoned Nedbank to stop my card so that the ***** cant clear me out. They then transferred me to the ***** Department that stopped my card and confirmed that they will send me documents to complete and return to them so they can start the investigation and refund process. it is now 12 days after the incident and 4 calls later from my side and I still do not have the documents needed for them to start the investigation and refund process. Every time they promise to send the documentation and nothing happens. I would have thought that the service given to Private Banking client is a lot better than this. I left my previous bank to move to Nedbank because of internal card ***** and poor service delivery to investigate and refund my money. Looks like Nedbank is just as slow and unsupportive in resolving the issue at hand. would have been great if I can speak to the person in charge to find out what the hold up is.