I experienced an online ***** incident on 19 May

I experienced an online ***** incident on 19 May. I was told by Standard Bank that the investigation will take 6 weeks to conclude. I followed up with the bank and was told to wait again. After putting in a complaint that I was not contacted and it can be seen on the system that the investigation was concluded do I get an email advising that the ***** took place from a known device. I felt this unusual so I asked for details of the device to which there was no response to date to my emails and calls. My insurance and anything owed to Standard Bank was always up to date yet a client of over 20 years has to deal with this frustration after an already frustrating incident. Regards Waheeda Omar