Capitec Bank refusing to refund me

I have a problem with this Bank, they are refusing to refund me my money. On the 12 October 2019 my capitec bank card was skimmed and it was my sister using it. The incident happened around 12pm when I had received a notification on my phone saying money has been withdrawn in Old Grahamstown Road. I went to report the issue at the police station and the police officer requested a bank statement which I did not have that time and when I was looking at the time it was too late for me to quickly rush to the bank and block my bank account. Now the police told me to come back on Monday the 14 October with my bank statement in order for them to proceed. On Monday morning I went to capitec to report the incident and also for the bank statement. At capitec they told me to come back after 8 working days so to get feedback. Today the 24 October I went and they told me that they are not going to refund me because I did not block my card on time, and I asked them if how was I suppose to do all of that when I don't have the app and all off their branches were closed that time, only today that they have told me about the branches that open(s) on Sundays which I never knew. Now they refusing to refund me and I'm not happy because their reasoning is still vague which is why I would like HelloPeter to kindly assist on this matter. The police are doing their investigation but the problem I have now is with Capitec