Nedbank not taking action for money used *****ulen

On Sunday 31 January I discovered that money was used in my account even though I had my card with me and no one knows my pin except me. I then called Nedbank and they told me a withdrawal and a card purchase was made and I need to go to the branch. I went to the branch and they could not help me as they said I need to wait for next business day. I then went back and they still could not help as they said the purchase has not been banked by the shop where the ********** purchase was made. I called again and the ***** department told me the form I need to fill at a branch. Eventually on Thursday 4 Feb I filled the form and when I just called back now I'm told there is no record on the system for the dispute. It is disappointing that the staff at the branch did not know how to help me and I had to find out which forms to fill and upsetting that it could be that it was not done properly if there is no record! Yet my money is gone! Pathetic bank