Unhelpful bank don't take ***** seriously

2 months my card was debited for something I did not purchase, nor did I authorize the payment via an OTP. I got the OTP SMS on my phone but I did not action it. What I did do is to contact no less than 4 Standard Bank ***** contact centres to report with no success. Eventually, my private banker called me back and it was reported to her. I asked the bank if they can explain what happened and if a device of mine was compromised. They kept on saying I first must go to the Police. I explained that I am too busy to do that, but surely they can just give me some information on how this happened, then I could wipe the device if it was on my end. If it was not at my end, I expect the bank to investigate themselves or their processes. Why do I have the inconvenience to go to the Police if their authorization process did not protect me? After weeks of no help, I called a regional head of private banking and he said he will call me back which he never did. As the bank was unwilling even to assist me in the slightest manner I had to wipe ALL my devices (just to be sure) and have not even installed the SBSA app back. I still do not know if it was my fault or the bank's fault. I do know that the bank did not protect me at all, and they were certainly the most unhelpful company I had recently had to deal with. Obviously, I also lost the money, but they don’t care at all. BTW in all this time which the bank didn't call back, I did receive 3 phone calls to increase my card credit limits!