Standard Bank is botching an investigation on my account on purpose

Standard Bank is botching an investigation of ***** on my account on purpose. I was ****** of my bag early evening of 14 November (my bank cards, ID and many important goods were in my bag), ***** reported once I realised my credit card account is overdue (it never is as I never use it and have been paying double the installment as I wanted to get the debt cleared faster). I also did not enable the tap function on it as I never used the card and the transactions were suspicious too and yet Standard Bank authorised it. The entire month of December has been spent going back and forth on their complaint portal, they also strategically close complaints with no resolution. The icing on the cake has been that for a few days now they keep texting past 1am every morning to say they are investigating. Not once have they acknowledged that I sent them the case number. They are basically investigating nothing and I do not owe the for the ****** card purchases at all, They took place hours after and while I was sitting in Milnerton Police station reporting the theft of my bag. It is ridiculous to be going through this and to be made responsible for the ****** card charges, and that their security measures are in the gutter with the card even being able to be used, I cant recall fully but the card had expired too if im not mistaken. So thank you Standard bank for your failings in this too. I am sick to my core.