Poor service

Good day My name is Freddy and I have tried to make contact with Bidvest Bank regarding identity theft. I called and emailed them that someone used my ID to open an account **********ly. The money of the loan was paid on that account. I did email them case number, affidavit but still no feedback nothing. To. My surprised the account was opened online so my concern is where was the bank card delivered? How can Banks be so ******** and make us prey to ********** by allowing them to just get an easy way out? I need this matter to be resolved asa. I also want to get a statement to show where transactions where made.