Capitec take sides with **********

On 25 March I received a call from one's Tracey saying she is from Capitec Bank ***** department. She gave me an employee number and reference number asking if I ever dealt with Assupol, as they want to put through a debit order to the amount of R2000 for a funeral policy. She said that the amount seems high for a funeral policy and she would stop it not to go through. I was then called by a man called Lucky asking for the the reference number. Never was I asked for my banking app details or pin. He gave me the same explanation and said he is busy putting a block to any debit orders from Assupol. He then asked me to open up my app on my phone and said I will receive a confirmation message on my app. Indeed I did and was requested on the app to verify with my pin. A few mintues later I received an sms indicating R20 000 was transferred via internet banking from my account with reference "COLLIN". I immediately went to the branch at The Reef and was told to open a ***** case with SAPS, which I did. Submitted the case number and affidavit to the bank. Got a call today from a very rude lady from the ***** department informing me that my claim was repudiated as I authorized the transaction. I am not even registered for internet banking with Capitec. She also could not give me any answer to my question on how does any outsider got access go my banking app. She just kept on repeating that it is Bank policy that if a client uses their pun on the app, it is seen as having given permission for the transaction. My question now is what is Capitec doing to protect us as clients against phishing any being so arrogant and unhelpful towards clients. I am going to take this public on every platform possible!!!