Capitec ***** Incident #***

ON the 1st of February my Capitec account was cloned and I immediately reported the matter to ***. They transferred me to the ***** department and I was given a *** incident ***. The transactions were still showing pending and Capitec said they needed 21 day to investigate. I followed up at the branch and a couple of times via email and they are sending me from pillar to post. I have even written to ***. To date they are telling me that they are investigating. What is alarming is that they keep saying give it 3-5 days to investigate on top of the 21 days that passed. I am not happy with Capitec, they do not take their customers to heart . THEY SAY CAPITEC WHERE EVERYTHING THEY DO IS TO MAKE OUR LIFE EASIER but in this case they are making customers to chase after them. WHERE IS EASY BANKING? I would like Capitec go resolve my case immediately as I have given them more than enough time. This is unacceptable and not the bank I would refer anybody to because of this bad service. Where is the problem? I want to know!!!!! Today it's 40 working days without being refunded and not even hearing from ***.