Overall horrible experience over a *****ulent matter that happed in my account. Bad handling of a serious matter

On the 4th of July, I realised that there are transactions that have happened in my account that I didn't authorise. I then called Nedbank to report ***** that has happened in my account. I was told that I needed to stop my card and order another one, I did all that on the app. To date I have not received any correspondence from Nedbank , it's the 12th of August, and every time I call them I'm pushed from pillar to post, from one person to another. On top of that I asked that the new card be delivered to my nearest branch which is Northgate, the card was delivered somewhere in Randburg. I have not received my money back, I have not gotten my card. everything is just so frustrating, this is the 2nd time I have been hit by CNP *****. I need my money back ASAP, this is going for the 7th week! I work for a financial institution myself and I know this is not a way of dealing with such a matter. I honestly expect more from a big institution like Nedbank