Capitec not to be trusted

On the 16/10/2018 I was de*****ed 10000 and I immediately went to Capitec to report it. Forensic said they can see the money and its in the account but it can't be transferred back to me until I do an affidavit and open a case I went and did that, when I called the forensic again they informed me that my money was withdrawn and they can't help me anymore. How was the money allowed to be withdrawn if a ***** case was open? And why did they lie stating that they frooz account when they did not. Capitec can't be trusted as I see it as they work with ***** stars