Capitec does not protect your account

Somehow, my Capitec Card got stuck in an FNB atm. In a matter of minutes my account was empty. I never got my card back or any of the money that was supposedly withdrawn. What is funny, this atm is only able to give out R2000. 00 at a time, an ammount of R2 500.0. was withdrawn at once. I immediately cancelled my card, however it was too late. The machine did not ask for a pin or an ammount so I did not divulge that information, it asked for a cellphone number and OTP. I went into the FNB branch the next morning and was told no card was left inside the machine, filled in a dispute form and have not heard from them since. Afterwards, I went to my bank Capitec, got a new card, lodged a dispute etc. My understanding was that they were conducting an investigation. What they actually did was call me, asked me what had happened and said no, sorry they won't refund me. I then asked for the writtend feedback of the investigation, which took a week, as I was told that there were other clients to attend to. Were these clients more important? I was made to feel as of it was my fault that I was ******! Eventually I got my repudiation letter with the WRONG information on it. Did they even conduct an investigation? On the letter it states, my card was only stopped the next morning at 1am because their system was OFFLINE, but somehow, I did not give them enough time to stop the ********** transacrion? No clarity was provided and I, their client for almost 4 years was made to feel as if I deserved having my account emptied and left with no money. I was told this was it, they conducted their investigation and there is nothing further to be done. I was even told that I can even go to the ombudsman, they won't refund me. To this day, I still do not know how they used my card, according to their investigation the atm was in working order... Ha! They were not sympathetic ONCE, they did not give me proper information on what to do. Capitec, do you only care about the wealthy clients and leave the poorer ones when they are in need?