Complaint ****med by Capitec Bank

My bank account was hacked/*****ed of transactions that I didn't approve. I reported immediately and I was informed an internal investigation will be done and I was issued a reference number. After a week I was informed through sms that my file is closed because the cardless transaction were successfully authenticated and I have no knowledge of shop name, when the transactions went through I was on the road and did not approve any payment. Upon further enquiries I was told the file is closed and my money was not payed back into my account. I do not know where to ask for assistance with this matter.