Capitec Fruad department does not care about their customers

We were kidnapped and our bank account was drained. We reported it to Capitec Bank. They investigated and just sent an sms stating sorry but no monies will be refunded sorry for our loss. We then went to the banking ombudsman to complain. Capitec called and said they will relook at the ***** case. They called yesterday and said they won't refund anything as the ******* have probably spent the money and they cant retrieve any 😡😡😡😡. FNB was able to refund some money but Capitec just does not care. It seems that they did not investigate at all. The detective has pictures of the kidnappers withdrawing the money at the ATM and the stores the money was spent at. So sad to think a bank does not care 100% of their customers loss. Only good thing is we came out alive from the kidnapping . What is the way forward