Complain about my saving money from Capitec bank

I'm Nontombi Mankayi on the 4 th December 2024 I lost my money through Capitec App. I submitted the claim on the 10 th December then I found out the case closed on the 12 December 2024. and I never get their response until I went to the one of their branch to find out what's going on. They told me the case closed on the 12 of December just like that.