Capitec Debt Collectors ******** Deduction

On 28 April 2025 I was hijacked, and the armed hijackers took my phone that has Capitec App and my Banking Card. The tried opening the app but due to facial recognition not recognizing my face where they were trying to do cash send, the next step was bank withdrawals. One would assume that banks have client profile and will see suspicious activities and rather call you to verify these but unfortunately R11 500.00 was withdrawn from my account using 2 different ATM's and the swiping at a Pub within a space of 10min, these happened while I was held hostage. Upon being released the next day I called Capitec of which I was directed to so called ***** Unit, gave details got a mail that they will investigate and come back to you. After two days I got a email from Capitec ***** apologizing for the unforseen circumstances and stating there is nothing they can do as I gave them my bank pin etc., therefore the bank cannot be held liable they wish me all the best...not even offering me a small loan or over draft just like that there is nothing we can do. Wow

Then the investigating officer requested Capitec to give address of where money was drawn, I was told as per report on my withdrawal statement it shows Engen Garage and ATM ID therefore, they did not have street name etc. hey nothing from your trusted bank.

as if that is not enough, also noted that Capitec has handed me over to their Debt Collectors without my knowledge even though I was under Debt Review and was initially declared no longer over indebted in 2024..I made arrangement to even pay the outstanding debt with more than what was initially what we agreed upon. I recently draw my Credit Report on Experian and Trans Union and noted that there is a note under Capitec saying as per arrangement...I wonder which arrangement with who

So my Bank despite my commitment decided to hand me over to a 3rd Party who has as of to date 22 AND 23 May 2025 deducted my bank account twice for the loan amount of R7000.00 without my knowledge which now I am struggling to reverse that R7000.00 because I do not have an arrangement of R14 000.00. My other debit orders are going to suffer because of this mishap and I wonder who or when will this amount be reversed as the Capitec App does not allow dispute on CC debit orders

I tried Capitec whatsapp chat which also takes longer to address the enquiry

Capitec needs to tighten its security as this is totally unacceptable

I need my money reversed as quickly as before 25th May 2025