********** Refund declined

On the 07/07/2021 was driving to Johannesburg from Sterkspruit. I stoped at N1 Engen Garage in Bloemfontein Langenhovan Park where I used my TymeBank card to put fuel, time was 05:23 and the fuel amount was R342.00. Around 10:00 while driving I get a notification of airtime being purchased for an amount of R1000 and second notification airtime purchased of R450. I then pull next to the road and logged into my account where I realized that an amount of R5000 was withdrawn. I called the bank immediately and my account was blocked and I was given a case number. 7days passed no one called I then decided to call them after 8 days where I was promised that someone will call me, which never happened. On that same day I called again around 14:30, once more I was promised that someone will call and send me an email. Only today after 13days am called and being told my case have been declined refund, cause it happened on my internet banking.