Capitec doesn't want to help their customers

I went to capitec bank early last month because close to R850 was withdrawn from my account without me knowing about it it was done at about 19:00 when i was at home. I had my card with me all the time. They said it will be resolved within 14 working days. I went to the same branch after 14 days and gave them the reference number the only answer i got "oh the case is still active" capitec bank does not want to help their customers.