Capitec ***** complain

On the 1st of October I went to the atm to withdraw money and to my surprise my account had no money and I had been waiting for a certain amount of money to clock in my account. The previous day cellphone banking had logged me out while I entered the same pin I have used for over 7yrs, when I call Capitec on the 1st they told me there was money tranfered to two beneficiaries whom I don't know let alone heard of before, I asked them to reverse the money and the lady I spoke to said they have no authority to do so because I have to go and open a case and take the case number to the branch, they logged my account as friendly *****, on the 2ndbi opened a case and the consultant told me it will take 11 days. On the 10th October I was called by a capitec consultant It specialist who is in charge b with the investigation from capitec and he said unfortunately they can not pay my money back because the accounts the money was transfered to had no money and they can only freeze them so he told me I can only rely on the police to find the people so my concern is how do we know the people opened those accounts with the right address. I am concerned because I lost about R16 000. My case number is CAS35/10/2020 Name:Tinyiko Diana Nkomo