Nedbank ***** handling

On 15 January 2024, R11700 was deducted from my Nedbank account in different amount. I immediately tried logging in to the banking app but I was locked out. I then called Nedbank ***** line and they said they will immediately stop the account and start an investigation. They said it will take 4 to 7 weeks to investigate and they gave me ref no:***4. After that I kept on checking on the progress of the case and there was no proper feedback. Today they called me to say that my claim was rejected and that I have to open a case at the police station. The transaction was done on a desktop and they have information of the person who did it but I must open the case first. They will only be able to reimburse me with R2912. I thought my money was safe but now I am having trust issues and thinking of changing banks. I am not happy with the way they handled my case.