Capitec's processes are flawed.

On the 10th of February I was the victim of 3 ********** online transactions. I lost an amount of roundabout R 4000.00. I called Capitec immediately once I saw the sms notifications. I was informed that I would be paying R150 per investigation and that it would also cost me R60 for a new card, even though I didn't ask to be a victim. This same situation happened to a friend of mine at Nedbank, She informed me that I need not to worry because she logged it with her bank and within 24 hours the money was back in her account and a new card was posted to her without ANY cost. So it was very upsetting to me when I heard that Capitec will FIRST investigate the transactions and then only give me feedback, not my money, but feedback. Till today I haven't even received a single type of notification from them informing me where they are with the investigation. I have phoned them several times and been to a branch twice and all they can say is that there's a backlog and I must wait? Really?? Why is there no insurance in place to pay the client first and THEN see if you can get the money back? Put the client back in the same position first! There is no process in place to inform me that there was 3 unusual transactions on my account and I must confirm it first. BUT they have a system in place to send me a email almost immediately while on the phone to them to ask if it's me. People should be aware of this lack of security and process at Capitec. ***** is a reality, but there is no process in place to put the customer first, where's the human touch? My family and I are depended on that money. O, and by the way, I'm still waiting for my money.