Bad service from Capitel Bank

My name is David my phone was ****** on 20/12/2018 same day the amount of R12000 was transfer from Capitec app, I noticed as I was paying clothes my bank card declined reflecting insufficient funds. I went to Capitec bank the same day to find out about insufficient funds, I was informed that R12000 was transferred from my account to other bank, I requested the money to be reversed as it was reported the same day and the person who transferred the money was not immediate transfer, meaning it was still hanging in the bank. I was given eleven days for investigation after eleven days they requested me to submit an affidavit of which was not requested on the first day. The investigation was not done properly and they have conducted me for that period, still now over two months the matter not yet resolved I’m suffering a lot mentally and financially, please contact me on ********** 723.