Bad service on a ***** case

Very disappointed in the ***** department and my personal banker. Firstly I reported my two *****ulent transactions immediately. My card was stopped. I then emailed my banker to order a new card, she doesn't reply only when emailed again she asked me what can she do. Can't she read, do employ ilteriate people. The two *****ulent transactions were then approved and I was charged international fee. Why were they approved when clearly *****. I'm going to be closing my prestige account and my husband private banking and move to fnb. Standard service seriously unprofessional