Capitec

I recently became the victim of card cloning *****, and Capitecs' ***** handling response has been very dissappointing. Not only do they refuse to refund my money - even though I reported it, in person, while the transactions were still showing as 'pending', but they are simply refusing to engage and give me any written feedback as to the outcome of their supposed investigation. All I got is an sms saying they would not be refunding the R5000 that was spent at bottle stores. I strongly feel a crime has been committed and I need to know who I need to make a case against - either Capitec or the people their investigation identified. How can they just allow money to be taken out of my account? How do I know they did not ***** it themselves? How can we accept this terrible level of service and feedback and engagement from the biggest bank in the country while they loudly crow about their record profits?