fruad on my account capitec not willing to refund

I went to Maponya mall on the 24th Feb on the to get a new card and activate banking on the App minutes later I lost my phone which I blacklisted same day and I have a police affividafit .I waited a week to get a new phone I never had access to any banking App or notifications. I received phone from insurance then on the 4th of March I made a simswap . I check my cellphone banking I have R0 in my account .Cash send was done on 2nd of March the and money was ****** from my account. I called your centre reference ***1 and the lady tells me my money wont be refunded because my pin was used ***? obviously my pin was used how can you access the account without pin? What if the consultant is the one who stole my pin and my money ?have you investigated that? which phone model was used and I'm a using that? you cant tell me who took out the money but you can see it? what if its your consultant .My phone was ****** and backlisted I have proof of that ,it was flagged as its an I phone nobody could use it .Your consultant has access to my account and probably saw me put the pin then went on to ***** my money and you are refusing to refund me? Why would I cash send someone my whole money ?I'm a student ,Ive never used the App and never send money that way. Where was the money taken out ?surely answers to all these can prove its not me. My money was ****** from my account in your bank and you guys are not willing to give me my money back ?