Pathetic service

I recently logged a complaint about two transactions that were done in my account in the early hours of saturday morning.i called the customer care number to reverse the transactions as i didnt make any payments and my card has expired. i was tranfered to the card ***** department which only gave (2019I7908) as a refference numer and told me that my profile will be blocked till the investigation is done .i called again on tuesday and they told me to wait ??? i was not even advised if a new card was requested for me .i called again this morning and i was put on hold for an hour .im not getting any joy from the service provied by nedbank card ***** team and how am i supposed to live without my finances if everything is blocked ,why am i not being updated with the necessary information that i need to be aware of ???