Bad Service Capitec Bank

I was ****** on the 30/5/2019 in Johannesburg central . I was stranded and had nothing on me I went to the Rea- veya station . The security let me in the bus station and put me in a bus because I have nothing on me and nobody wanted to help me to go home. When I reached home immediately I called the bank to block my card and self phone banking since I had the app on my phone , I asked agent if there transaction which went off she advise me only about the R5000 The I withdrawal a statement which indicated other transaction which went off . I laid a complaint and spoke to Naslee and tracey, Kim form Capitec investigation department . They took long to get back to me with feedback . tracey promised me email Friday which she didn't sent only sent it today when I called in to speak to naslee . all agent advise me because of the time frame the transaction took place they cannot give my money back . I request the CEO of Capitec bank to call me back ***. non of the agents ask me how come I reported the case after an hours then give me feedback saying I wont get my money back because I didn't report immediately , I didn't have phone to block it immediately and did report it within 24 hours