Capitec couldn't assist with *****ulent transactions that declined because I didn't have money in the account

I have debits or online purchases made from my account which is huge amounts of money and I went to Capitec horizon they phoned I think there HQ which said there's nothing they can do it shows on my Capitec messages how many time they tried to buy online or debit but failed as there's no money in my account. The bank doesn't do refunds in situations like this do they want my money to dissappear first before they can do something. I've even asked if I can close the account and reopen a new one they said no because I have a credit card that still owe money how do they link a credit card to your savings, to my knowledge all other banks has it as a separate account. So I'm opening myself a new account at another bank as Capitec I've been with for so many years couldn't assist me with a problem that's from there side, they supposed to protect our money.