Poor assistance when your card is ******

On the 25th of February 2015 my card was ****** at the ATM at the Nedbank branch. When I reported it to the lost / stole cards call center I was informed that they have stopped my card and no transactions has gone through since the last one I made, only to receive a sms about 30 min later that the ****s had in actual fact cleared my account. When I called back the consultant said that this could have happened while they where busy canceling my card but that I must go to any branch and complete forms. At the branch I was informed that they have good camera footage of the ****s but they can not give it to me. I was also informed by Petro Weldhagen that I can complete the form but she can almost give me a guarantee that Nedbank will not refund the money that was ******. No one informed me that I must go to the police station to open a case it was only yesterday when I phone the call center again (being very rude) I was informed that they are awaiting a case number. On the 26th of Feb I was informed that it would take about two weeks but today I was informed that it take 6 to 7 weeks. No one can give me any feedback on the card protection policy as well. Incompetence!!!!!