Really disappointed!

My account was hacked and I lost a substantial amounts of money. R5000 worth of airtime to various numbers and a retail purchase of a Samsung phone for R5500. I reported the matter to the banks ***** department and I was given a case number ; this after being kept on hold for a good 25minutes, and got an SMS soon thereafter stating I would get feedback on the same day by 1500hrs. I was also advised to report to my local police which I immediately did and was given a case number there too. No feedback was received for 2 days. I called to enquire what was going on. The process was rather frustrating as I had to hold and be transferred to various people. I was then told the person dealing with my matter was not at work and that investigations take 7 working days. Which was news to me. I only got feed back more that 14 days later after I'd been making enquiries every other day, as my account was frozen and I had no access to my money. I received a curt call from the "investigating officer " to advise that I was not getting my money back. I tried to call back to get a proper explanation and when I eventually got through at 5.03pm I was told the investigator had already left. Still at odds on why their call to me was timed at such an inconvenient time. I immediately asked to speak to a supervisor or someone else in charge. I waited a good 10 minutes only to be told there was no one else who could to assist, and the investigator working on the case would be informed. By the time I got off the phone I'd received an SMS stating I was not recovering my money and that the case No..... was closed. To date no call or email has been received and I called to close my account. I've moved all my funds and I am now receiving a form that I have to print , complete and send back along with a certified copy of my ID (which copy they have on file might I add). They also require me to give them details of the bank I have moved to. If within 5 days I have not completed and returned the form they will not act on my request to close the account. I am at my wits end!