Claim to be forward thinking, but Can't assist a client

I had an unauthorized debi check went off my account and called the bank and was told I need to visit a branch, which I did. They referred me to the company that debited my account. I had no joy there and called Capitec again, and all they keep telling me directly is that they CAN'T HELP ME, and referred me back to the people trying to ***** my money. I had a similar incident where FNB sorted it out whilst I was on the call. Why CAN'T CAPITEC!!!!