Nedbank baywest

3 weeks back my wife got rob there and r5000 was withdrawn from my account a cash was opened I blocked my cards but they still drawed r5000 I phoned the bank twice allraedy the card ***** department and still no feed back why do a person pay card insurance if they do nothing and they never call back or give an update this happened at nedbank baywest last time they linked my wife's account to another person and our money was drawn we waited months for them to sort it out if u owe them r10 u in big trouble but look now no feedback whatsoever