Desperately needing help in recovering my hard earned money

A ********** activity happened on my goalsave with tyme Bank, were R11000 was taken .I called the customer care for tyme Bank Sametime as it was happening on the 23 December 2021.a consultant by the name of Nondumiso helped me to block the card as she acknowledged that there is ********** activity happening in my acc with case no:S-42296 ,And refer the case to their ***** department. ***** department didn't call me back .as I was worried about it I called the ***** department myself and was finally given a case number from ***** department Case no:GFD-36610.Was given 7days to get the issue sorted . On the 31 December 2021 got an sms saying their investigation is completed and no refund will ve processed to my *** lost .were their consultant acknowledge that indeed the ***** did happen on the 23rd on my acc.the money was taken from the goalsave which I do not have a day to day access to it myself as the holder of the acc. For me to access the money I have to transfer to the main acc.

How is that possible and here I am I got only an sms with no explanation or reason why no refund..talk about small time banks reaping our hard earned money in seconds