Capitec bank is taking our money unauthorized and don't even bother to help

There was unauthorized online purchase that was made under my account on the 6 November 2023, I call the bank to report this matter and they told that my card will be blocked and they will investigate, I waited for 14 day it gone pass now and still never receive no feed back from them, when I made a call yesterday they told that I have to phone Playstation store that the purchase was made and aks for my refund, when I asked how can I call them and ask for refund with nothing on my hand to say that there was unauthorized purchase, the lady was rude she ask who suppose to call they if I don't, fine today I call Playstation store and they said they can't assist me with that it my service provider that suppose to refund me, then had to call the bank again they told there was a feed back unfortunately they could not find me on my phone and had to close the case and again I have to wait another 7 to 14 working days again for second investigation, please assist on this