As usual terrible service

I got a sms today that my complaint has been resolved. The amount the bank deducted from my account for Paypal, a transaction a did not do, is still showing. They did not ask me any proof that I did not do the transaction, like my Paypal history. How can they investigate without hearing the customer side or documentation. I still want to know how a non existant transaction for nearly R4000 went through on a blocked account with R58 in and ño overdraft. Can some one explain that?