Dissappointed with Capitec ***** investigation team

I'M DISSAPOINTED WITH THE ***** INVESTIGATION TEAM FROM CAPITEC. I was ****** in November 2022. I was held at gun point, they transferred money R20000 from his TYMEBANK to his CAPITEC account via cellphone banking app. Malicious activities transpired and the bank tried reaching out on the same cellphone that the ******s were using and I couldn't answer the phone as he was held at gun point. ACCORDING TO MY KNOWLEDGE IF THE BANK SUSPECT ******** ACTIVITY THEY HAVE AUTHORITY AND THE RIGHT TO FREEZE THE ACCOUNT BUT IN OUR CASE THEY JUST CALLED AND THAT WAS IT.WE HAVE SUBMITTED ALL THE REQUIRED DOCUMENTS TO CAPITEC SO WHY ARE WE NOT BEING REIMBURSED OUR MONEY.