Horrible experience with ***** issues and closing account

I have had the worst experience with this bank ever! Firstly, this is the very first time where *****sters accessed my account and successfully withdrew money from my account using what I suspect is their mobile service. I reported this *****ulent activity as soon as I realised it. This was in September 2023, and the ***** took place on or around 26 August 2023. A few weeks later, I received a text informing me that the claim request was rejected. I did not even receive an email with reasons or any interaction from their investigators.

This begs to question if they did indeed investigate this ***** case.

Today, 4 June after receiving an emailed statement from them. I called to close the account, the teleconsultant notified me that once I closed it, they would block my ID number... anginandaba!! block. But then I told her about the ***** issue and she transferred me to the ***** department for me to at least get the reasons for the rejection... then that was it! my calls were not going through to any agent. just the automated machine responses.