***** at Capitec

I am extremely disappointed with Capitec Bank my phone was ****** while i went shopping, only to learn two days later that my money in my Capitec account had disappeared, I immediately went to report this to the nearest branch, I was told to submit the following document: Case number Affidavit ID copy I submitted all those documents and I was told to wait for 11 day before feedback is provided, sixteen days later no one called me nor provided me with the status. Today I went to the branch however I was told the matter is still under investigation, I have called, emailed, whatsApp to a point that its costing me to follow up but the agent seem like they don't know how to assist me and no one seem to know who to escalate to now how long will it take to recover my money.

I would like to know why was I not contacted and the actual turnaround that this matter will be resolved. I have been banking with Capitec for years and I am very dissatisfied and disappointed with the level of communication and commitment I am receiving regarding this matter. At this moment I am stranded and depend on that money that money and I feel like Capitec is not taking this matter serious. Lastly what makes me livid is that the money was taken from my account to another account within Capitec so i fail to understand why this investigation is taking longer that 11 days turnaround time that was promised. I need this money as a matter of urgency, I worked hard for this money only to taken over night like it was taken.