Poor service, lack of knowledge demonstrated on own procedures, money missing from my account

This is most likely the worst most *********** service I have ever received in my life from a bank. Money was deducted from my account, and I was literally forced to be transferred from client services to the ***** department, on numerous occasions. I was told by both departments that they must proceed with a ***** case. Today I called yet again and was told the ***** case was closed, and that it was opened incorrectly as a ***** case, and that I was advised incorrectly by the representative I spoke to. Which rerpresentative? considering a number of them put me through to *****, insisting I open a case? So, now I actually told that indeed this is not a ***** case because I presented my chip and pin at the store on Monday, and that this is not labelled as *****. I was also asked to provide my declined transaction slip. Please tyme bank, enlighten me as to how is this not *****, and how you expect me to provide a slip for a transaction that did not initiate? How exactly did I present my chip and pin to the store when I work 30km away, and was at work with witnesses when the transaction occurred? My card was in my possession on Monday.

Why is everyone I speak to declining to put this in writing? I did the responsible thing and notified the bank immediately when I got the SMS and now, I am being penalised for it. I honestly don’t care whether it is listed as ***** or a card dispute. My concern is that your agents don’t even know what the correct procedure is but somehow expect me to know. I have never appreciated how important it is for a client to be able to have face to face contact with a bank and deal with one person who takes pride in handling a case resolving an issue for a client, until now. So severely disappointed. This is my hard-earned money that has been taken from me, and there is no sense of urgency to resolve the matter. I have had to spear head dealing with the store myself, as the bank cannot figure out what case to open. I have the names of the consultants and I would appreciate if the bank showed a morsel of legitimate interest and took this case more seriously. Should I close my account? Has my card been cloned? is it *****, if not, why not, and why should i bear the responsibility of this absolute blunder? By the way, I must mention the icing on the cake. I was told yesterday that the card had to be stopped an that I have to go to my nearest Pick n Pay or Boxer and re-print asap. I went to my closest Pick n Pay and was told by the tyme bank representative that he didn’t have cards because he has been asking his manager who still hasn’t dropped any cards off. Really, you were not even able to supply cards? So what was I expected to use?