Capitec unauthorised transactions

It is very disappointing how capitec bank handles ***** cases, a transaction took place from my bank account without authorization and I reported the matter to the bank and all they could say was that they will investigate, the consultant ininuated that I had authorized the transaction, even after explaining everything. I checked my bank statement and it says that the transaction hasn't been processed even though the money been moved and they say they can not reverse the money back into my account because they are investigating, I would like to really know why can they not reverse it back