I want my money

2 weeks back i went to the branch to report a ****** card and my phone, i was issued a new card so to my surprise this morning I wake up to my salary gone some one had access to my app with a different number thats not mine. When I went to the branch (diepsloot) I was not even given a chance to go inside but instead I was given the ***** departments numbers. Now my questions how was the number even changed without my approval and why was the old app still even active if the consultant had blocked the the previous one.