***** case *** at Capitec bank

Good day This is the second time I complain about a ***** case at Capitec bank. The 1 of September 2023 I was being high jack and gun point in Winterfield Pratoria. 17 male guys gunpoint me and my friend, they took us in the field and gun point us, they took all our jewelries cell phone purce and asked our pin on the bank. They transfer money from my account to their account R165 000 to various accounts they purchase some airtime, vouchers do EFT, my problem is that they do it WITHOUT ANY SELFIE, my concern is that what is my security of my money at Capitec bank that the ******s transfer so lot of money without a selfie, normally I can't transfer money out of my account without a selfie. I was at Capitec bank the 4th of September to let the ***** department I vestige this case, they give me a ref number : ***, my case number of Saps is 09/09/2023. From the 4th of September they telling me I must give them 15 to 21 working days to investigate this. In the mine time I know that they did recover a R19 000 of a miss M Davies because I did business with this woman and she was 1 of my benafiesherie on my app and per mistake they pay R19 000 wrongly back to her. That Monday morning the 4 of September I contact her and she said she will pay it back but before she cloud do it the ***** department of Capitec bank do that them self. So on the end of the day R19 000 is laying at Capitec ***** department they did NOT pay that money back to me yet I complain at the customer care service about that R19 000 but still waiting for the money. I Emailed a complain letter to Capitec bank on Friday the 27th of October 2023, after I speak to Sinovia Complain dep tel: ***, she said to me that she send in a request on the 20th of October to the ***** department a Robert person who work with my case so that they can put my loan account on hold for the period of time till the investigation is being finelise. Till today is the 30 of October I keep on phoning Capitec and all that they telling me is that they still busy investigate this *******. My concern is that I how long I must still wait and way they did not pay back R19 000 that I know is being recover. I write Letters to the complain department to the bank department where I put in my complain I send 16 pages through of all the evedince how they ****** me that night still no answer in the meantime I have to pay my bills and they sitting with my money. I keep Capitec bank responsible for Rough Negligence of my money that goes out my account without a selfie. Please can you help me