Capitec bank failure to refund my money

On the 16th of April 2021 my phone was snatched away from me while I was sitting in the car . The following day I went to the bank and I realised that all my savings were transferred from my account to another capitec account which I do not know . I opened a case and today on the 7th of May the Capitec consultant called me and they won’t refund me my R13400 yet it’s their system that is easy accessible to **********

The consultant went to say that they won’t be able to give me the details of the account holder whom the my funds where transferred to , how can someone open an account then fail to get that person ?