Virtual card

My account was hacked during December time through the virtual card system Someone from Standard Bank created virtual cards on my profile and deactivated my app because on the day my app was not working I called Standard Bank they couldn’t see what happened but they will take me from pillar to post as is they don’t understand what happened I open a case fill in the form they sent to I returned them and still no one was able to help instead they wanted to offer me 25%of the money taken from my account I refuse because 12k was taken out of my account and they couldn’t explain how did they worked it out so I decided to take my case to Ombudsman whereby I’m still waiting till today I’m just so disappointed by Standard Bank