Disappionting bank and app

such a disappointing process capitec follows, their app was not working on friday evening( 22 March 2024) between 18:00 to 19:40 , lost my card and someone made tapping purchases on the card unfortunately i could not stop these transactions because their app was not working as always. for them to even start investigating they want me to open a case and have a case number along with a detailed affidavit this is all for their app not working. incident number ***0. losing one client today because of this. that time i have to leave my 1 week old baby to even go to the brach and now they want me to go to the Police Station. can capitec please take accountability for how their app is so bad and always not working