ATM ******* - DECLINED REFUND AND NO PROPER INFO

Hello I was ****** at the atm on 22nd Jan of my bank card, the black guy took my card and ran, he went further down to another mall and withdrew R1600 from my account. i immediately informed bank and police and got the relevent ref nos, i was told to wait 11 days. then 30 days and i was running to bank up and down, the staff in phoenix are usless and not helpful at all kept making excuses without even checking. i got an sms last friday to say my claim has been declined with no proper explaination . i think this is very unfair as it is my money and i did not give him my pin number and money was withdrawn from my account,<br> <br> i need some feedback.i sent an email to the capitec complaints on tuesday and still no feedback