usless ***** department and staff

my credit card went missing so I called standard bank to cancel it, only to be told it was used. I get told there is nothing they can do because my card was not cloned and hacked, that I must call SAPS and that no refunds will be done on my card. really expected better service, they cant even tell me if my pin number was used or not. if it wasn't, how was it allowed to go through? SAPS gave me better service