My case number *** closed with no feedback given by Andre .WHY?????

logged a case with the Ombudsman July after a ***** case on my account with Tyme Bank where money was taken out of my account no notification nothing worse I never had internet banking linked to it and thats what I was initially advised by consultant at Tyme bank. Later got a no liablity letter from the bank saying I made the transactions no proper report provided. I later found out there were devices linked to my account that were not my devices and to use internet banking or change passwords the number registered with need to provide authority in terms of passwords or rather OTPs. This was escalated to Ombudsman been trying to get ahold of Charne Willmse who was initially assigned my case with no avail today I call the call Centre and I am advised Andre closed my case. Why?what are the reasons? what are the processes you follow?no emails?no calls or sms with findings?just close the case case closed???????