Held up by ****s and Capitec

October 7th, 2021, I am held up at Makro Centurion and I have my phone and bank card taken from me. Having no idea where the police station is I proceed to the Centurion Capitec branch, which was now closed however because this took place late afternoon. I stand in the queue so I can stop my card at the ATM. By the time I get to the ATM I see I have to make a call to the call center to do this. I find an internet café where I try track down these people through my phone. I failed. I get home and call Capitec to report this whole situation, lady I speak to informs me of all the transactions that have taken place on my account and that she will escalate the issue to their ***** department; they will give me a call. October 8th, I go to the Mega Mart Capitec branch to follow up on the report I made the night before and the guy helping me tells me I need to get an affidavit from the police station. I go to the Olifantsfontein police station stand in the ridiculous queue until I give up because I am meant to be somewhere else at that time. October 11th I go back to the police station, I report the case get the affidavit and submit it at the Mega Mart Capitec branch. The guy tells me there actually isn’t anything Capitec can do I must put my faith in the police. He sits on the phone forever, mostly on hold with some other department within Capitec (while also on Yammer). Takes my documents, uploads them, issues me with a new card. No forgetting to ask me how I had so much money in my account on the day and who knew that it was there. I am again told to wait for a call from *****. Weeks go by and I go into the Parkview branch to find out what is happening because no one has called me. I am told that there is nothing in the reference numbers associated with my case. The guy goes on the phone, is placed on hold for the longest time. I am asked if I submitted supporting documents for this, I did. Guy tells me I will be called by Forensics. I leave. Months go by, nothing still. I go to the Grove Capitec branch, lady sits for about 45min this time on hold with Forensics. Tells me that there are 2 reference numbers on the system for my issues but there is nothing in both reference numbers. So she doesn’t understand what is happening. Speaks to someone, someone tells her she must send an email. I ask to be included in the email, I am told its not allowed. They will get back to me. But I should get a call. A few days later, my call finally arrives. In this call I am told that I must be aware that I need to resubmit the documents because they don’t have them I agree and ask where I need to do this. The lady tells me she will send me the email address. Its been weeks and I am still waiting for this email address. I go to the Parkview Capitec branch after this call to say that I got a call but the email address never arrived, what must I do now? We sit on hold with forensics again for a long time. Then she is also told to send and email and they will get back to me. I am still waiting for this to happen. Its May 2022, my issue which was reported October 2021 does not have a viable audit trail and I keep getting promises from Capitec. I keep submitting documents that keep going missing. What do I do? What am I meant to do? What am I doing wrong?