********* and pathetic

I had an amount coming off my account which I did not authorise. Capitec sent an email saying they were trying to contact me. I rep**** and stated I had no phone calls received, yet no reply. After all that I still did not receive any call or emails. 2 weeks later I get an email stating that had tried to contact me again as I did not answer the case has been unresolved. This is pathetic and ********* customer service