UNFAIR TREATMENT

Good Day My name is Kamogelo Mphahlele, ID number *** and I have been a client of Tyme Bank for a few months now. On the 6th of August 2021, a transaction went through on my account that I had not approved. I didn't even get notification of the transaction and only realised my money was missing when I logged into my Tyme Bank App to make an airtime purchase. I then realised my card was missing and immediately called the bank to stop my card. I initially spoke to a lady in the client service department whom I explained my story to, she then put me through to the ***** Department and I spoke to a guy who then told me my account had been compromised. he then went on to assure me that my funds would be returned into my account within 7 working days. I don't know how these things work but I know for a fact that everytime you make a call to a lot of institutions they always say that calls are recorded. I'd like to believe that in this case the call was recorded and therefore there is PROOF that I was without a doubt promised that I would be getting my money back. While I was still on the call with the guy from the ***** Department he went on to say that he would send me an sms with a reference number that would enable me to check the progress of my query. I waited but no sms came, & days went by and I still hadn't received my money. I started sending emails to check up on the progress but they went unanswered until I eventually logged a call. Fast forward a few days later I get an email from the ***** department stating that I would not be getting my money back. 1st of all, I didn't get any notification when the transaction occurred, secondly I'm usually prompted for an OTP number for transactions that happen on my account but this did not happen this time around and over and beyond that, I was promised my money because they had maybe realized that the transaction was **********. I would like to know what my rights are in this regard and also, require any kind of assistance in this matter from you. kind Regards***