***** on my account

on the 25th of May 2015 a ********** transaction took place on my account. i called my bank to report that my card was blocked and after security check i was informed that R2000.00 was withdrawn from my account. a case was opened i was given a ref number ***2 and was then told i would get response within 11 working days. I called on the 29th to inquire about feedback but i was told there wasn't any feedback and that they would forward an email to the person dealing with my case. on Saturday 30th i received a called from capitec and i was informed that further investigation was being done and that the would be possibilities that i won't get my money back because they needed motivation. i told them exactly what happened and the guy i spoke said he would forward the motivation to his team leader and i would receive feedback by the 1st... i called again and there still no feedback or any communication about my money or the case