Capitec part 2

I’ve received a callback yesterday for the first time, just for Capitec to tell me that I won’t get my money back that was ********ly taken from my account. Why can other banks help their clients but not Capitec. They don’t care. That is really not good. I want my money back. How can they allow for money to be taken without any permission and punish the clients by not getting the money back? The same thing happened to a colleague and she got her money back the same day from Nedbank. They didn’t have excuses and they didn’t waste her time for 25 days like they did with me at Capitec. When I asked the Capitec representative what am I supposed to do now, she said that I could just go and file another complaint. Lol. They don’t care and they do nothing to help their clients. I don’t know what to do. Who can I speak to that can help me?