Capitec doesn't want to give me my money

Last month an amount of 19500 went out of my savings account and another amount of 3000 went out of my second account (savings plan), I reported the issue at the branch and it was further investigated

During the investigations I was communicating with one of their agents and they informed me that they have recovered an amount of R2700 from Alt coins but I haven't even received those funds.. The next thing when I follow up on the incident I am being told that I compromised with my remote pin so my cliam has been rejected.. Why haven't they sent me the funds that they recovered from Alt coin.?? Banks are liable to pay clients the money that they lost if there were any ********** activities in their accounts but because capitec doesn't don't want to be accountable for their actions they end up saying their clients compromised with their pins because they don't want to give the victims their money.. The emotional and financial distress that I went through because my salary was gone and all my accounts are in arrears..how are we supposed to trust banks with our money when such things happen and they don't wanna be held accountable.