Citibike left unattended for less than 5 mins and got stolen, need help to find it, and what to do next?

So me and my girlfriend went to south pointe park pier, we parked our citibike near the enterance, went to the pier for max 5 mins, come back to just realized that our bike was stolen. We called the call center and it wasn’t very helpful, I called 2-3 times and the information was a little bit different every time I called. Has anyone have this issues before?

What we have done: 1. Called the call center to report it. 2. Filed a police report. 3. Send the police report to citibike.

Actually, the bike that I rented was luckily found and docked to the station. So no further investigation for that. But my gf bike hasn’t been found/docked yet. We called again today and immediately get charged the lost bike fee, while they said it will be charged after several day of investigation. The whole situation is very confusing to us. We don’t know what to do.