Capitec doesn't protect its customers from *****

I had funds **********ly taken from my account. I was called by someone with all my account information including most recent payments made, and was told I needed to verify the conversation over the app because there was possible ***** on my account. When I verified on the app, all funds were removed. I immediately went to a branch to report it, they sent me to another branch and said I would be refunded after 10 working days. After 10 working days I returned to the branch and they said it was my fault and they won't refund me.