Capitec bank need to take us serious

Capitec consultants they are so rude, I went to capitec last week Friday to lodge a complain about my money that just dissappeared in my account and first the lady told me the is nothing she can do as they can't transfer the money back, so she called some guy she is working with the guy told her is a ********** transaction so she must call head office, then they gave reference telling me that they need to investigate and they will get back to me, so today some lady called me and telling me the is nothing they can do as i won't get my money back, and I need to open a case since is not their job to take further steps, and my concern is why they didn't tell me to open the case the very same time I went there, they are only telling me now, I am so frustrated about their service

Hello Peter please help