Unauthorized Charge on Your Card - Card is blocked

Hi,
I received this email from payonner:
"We are sorry to inform you that your Payoneer Prepaid MasterCard® was charged by AXMINSTER TOOL CENTRE on Nov 16 2016 4:02PM without your permission.
In order to keep your funds secure, we have disabled your card."

Now, I understand they blocked my card but there is no explanation how to receive the money back (it's 193$) and nobody is answering my question - when I receive my new card etc.
Moreover the payment that should be in my account today is not here.

Should I hire a lawyer and try to contact mastercard directly to see what this is about?
It's completely unneceptable that one financial institution is behaves in this way (no answering the questions) when someone personal data is compromised - and the best of all, they new that charge was unauthorized since they send me the email.

Waiting for response.
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