Capitec does nothing about Capitec accounts being used for *****

I was the victim of ***** via my Capitec bank account. I've been in contact with the Complaint's department (reference number ***), but since the 20th of December they have been ignoring my emails and requests for relevant information. All parties involved are aware that the money *****ulently obtained was transferred into a Capitec account, but to date Capitec will not confirm that they have fullfilled their legal obligations by obtaining and maintaining sufficient KYC documenation to properly identify and verify the account holder whose account was used to perpetrate the *****. I believe this information is relevant to and I would like to know what is being done to stop this account from being used for *****ulent purposes and if any steps have been taken to close the account, since Capitec have not taken any steps to retrieve the funds? The cannot simply be closed without further investigation. If the funds cannot be retrieved then I would like to know why and what is being done about it?