Capitec bank ***** claim

A capitec customer de*****ed me for an amount of R55875.05 and I got hold of capitec bank to put a hold on the account due to *****. I then received a message from capitec bank saying I must open a case. I opened a case as well as gave capitec bank the warrant officers details. Since then I have called about 4 times asking for capitec bank ***** division to contact me and all I get told is I am not allowed to contact them they will contact me. On my first call to customer service a lady confirmed they put a hold on the account and there were still funds in the account of which I should be able to claim back, but she couldn't confirm how much. On my 3rd call to them I am now being told that there is no funds available in this account. Every **** of a similar case always seem to have a capitec bank account being used for the ******** activity. Why is this so? Have these ********* got a loop hole in the system without doing security checks (Rica, ID Check, ect) As well as why is the ***** department not contacting me after numerous attempts of me asking customer service to contact them and ask them to contact me. I feel Capitec bank is hoping I turn my back on this case.