Careless bank

So some company has made an online purchase on my account without my knowledge. I reported this to capitec and I was told I need to pay an amount to conduct an investigation. Not only that but I have requested a reversal two months ago of a similar incident and till today I am still awaiting feedback on Friday I visited a branch in Delft to do a follow up only to find the case has been closed without my knowledge or any feedback. I'm so disappointed with the service I've received from capitec. An absolute disregard about the safy of my funds in their bank