***** department and negligence

***** department and negligence.. i called Capitec to report that my phone was ****** and the call centre blocked online banking, banking app and cellphone banking. i then asked to be put through to the ***** department to make sure everything was blocked and for further checks on the account. the ***** consultant only asked the last transaction and balance and assured me that my account is safe now that the apps are blocked. she didn't check further as to is the anything added on the account. 8 days later after i was assured that my account was safe a stop order went off my account without my knowledge. i don't understand how they couldn't have put a hold on the account to make sure nothing goes off. i have spoken to the branch also for assistance. Now I'm left with an inconvenience. i need my money back before i take this up with the ombudsman.