Tyme bank - Do they even care

I contacted Time Bank on the 28/12/2021 to report fraudulent activity on my account. Somehow a remote pin was generated and my account was emptied. I stopped the card and phoned them as soon as I realized what has happed. As per the consultant someone was going to phone me back within 8 hours, its now 24 hours later an no one has phone me back. I do understand we live in South Africa and that these thins happen, but if you have your money at a bank and something like this happens they should sort it out immediately. It feels like it happed to me so shame that's my problem. I opened a Time Bank account when they first started and never have I had any problems till now. I do actually expect them to sort this out. not all of us have money we can just troug away like this.