TymeBank ignoring cyberattacks on clients

On January 10th, 2025 I deposited R2500 into my Everyday account with the plan to save it into goals. I got busy and forgot to move it to the goals. On Saturday, 11th January I even tried to use it but the card gave me an issue and I thought it internet related because I was at the mall. On Monday, 13th January I received an SMS that my phone was “delinked” from the app and I started getting concerned. I tried to access the account on the app and I couldn’t get through. The next day I called the bank from work and explained everything to the agent who told me that a ***** case has been activated. On Thursday, 16 January when I didn’t hear from them I went to the police after my husband tried to call my phone while I was sitting next to him and the call not ringing on my side. On second attempt his phone rang but mine wasn’t ringing, and a stranger answered the call even though it showed my number on my husband’s screen. At the police station they explained that my account could’ve been cloned, they gave an affidavit and asked that I go and get confirmation from the bank. On Friday, 17th January I rushed to a Pick n Pay kiosk to report the matter. I managed to manually type my ID number and did the biometric on the kiosk to check the balance, and that’s when I saw that the money I recently deposited was gone but I couldn’t get a statement. I rushed back to the police with an update and they couldn’t open a case because I didn’t have a statement. I kept following up and another agent explained that the first agent didn’t open a ***** case, he also mentioned that whoever withdrew the money transferred it to a Hollywoodsbet account and withdrew it from there (of which didn’t make sense because I don’t have a Hollywoodsbet account) and that they had to formally start the ***** investigation process. When I called TymeBank to follow up they shared these reference numbers CB 177-412 and GFD 228-290 and said they’ll investigate. At some point I received an SMS notifying me that the ***** department investigated, followed by a second SMS immediately after the first SMS saying the case is closed. No explanation or findings were given. I tried several times to get a resolution and answers to who the Hollywoodsbet account belonged to, how did they see this movement, and why couldn’t they reach out to Hollywoodsbet to find more information on the account holder to get the person arrested or hold him accountable seeing that these betting sites require ID copies, proof of residence, and bank account confirmation letter. TymeBank ***** division is privy to this information but they are reluctant to help me and refund my money, and instead chose to ignore my communication. Id like to request help in getting my money back. The frustrating part of it all is that TymeBank is a digital bank and we don’t have a physical building we can go to for these type of complaints and they’re hiding behind their app leaving us in the lurch. This is *********, not fair and such a disgrace and disappointing.