Bad service

I have a money account with old mutual which I receive my salary with and I never had problems until the 11 of December 2020 when I got a payment notification for Netflix account which is not mine and I immediately called okd mutual and they cancelled my card for online purchases. Fast forward to July this year same thing happened and I called them again and they said it will be resolved and I trusted them. Towards the end of August I will get payment notifications and reversals 2 minutes apart and I will call old mutual after getting the notifications and to my surprise they couldn’t verify my cellphone number and I will be advised to call again and maybe the next agent will be able to help me, it was like that until on the 5th of September when I got 10 payment notifications in US dollars which amounted to just above R3000 and 2 of them being charged as point of sale fee, I immediately called the call centre at 2am to cancel my card which happened without hassles and I was advised to visit a branch to get a new card and also complete ***** forms. When I got to the branch they said to me I can’t get a new card or access money in the account until the investigations are completed. A week later I call old mutual to find out what’s happening with my case and I’m told that the forms are incorrect and I needed to go back to the branch and they are communicating with the branch and not me because the forms where sent from the branch hence I did not get any feedback. How can they communicate with the branch only and not me and they are saying the forms were sent from the branch as if the is another way to submit the forms. So now I have to wait 15 working days before having access to my account because the very branch they are sending me to says I have to wait for the investigation to be completed.