Help- capitec has frozen my money !!!

On 25 Dec 2018 I swiped my card for a purchase and it declined. Went on my bank app only to find my accounts and funds not showing on the app and for some reason all my transaction sms not in my message inbox. I assumed it was a glitch since capitec always has app problems

On 26 Dec 2018 I phoned the customer care line and was told my account was frozen and I should consult my branch.

On 27 Dec 2018 I went to branch- bridge city mall, kwamashu. Basically the consultant made a call and relayed to me that I have been suspected of ***** because of some transaction I made to an absa account, *******ly transferring 16000 from their account to my capitec account!!! I was not give an incident number but was told to keep trying to phone the ***** dept and maybe liase with absa as they ordered a stop on my account

28 Dec 2018 went to absa branch in Broadway, Durban north. Basically they couldn't help me as I dont have an account with them and no incident number from capitec! They phoned their ***** dept and they tried calling capitec ***** dept and we waited an hour and no one picked up!

Decided to go to capitec branch in lalucia mall and asked for manager saying I had a ***** case. Consultant told me manager said consultant should handle it. She made calls and (after two hours waiting the ***** dept not picking up!)basically gave me info that apparently there was a phishing email sent and an absa client clicked on it and money was then taken from her account to mine nd she instructed absa to stop the transaction hence the hold on my account! I was then given an incident number and told that an investigation was pending and should check again in a few days!

Note that I have funds in my account that I haven't been able to access and no money in my name and was not even consulted about the freezing of my account since Christmas!

I enquired who froze my account and was told it was a lady from their customer care, ms Carmen Thomas and this apparently happened late on 24 Dec 2018! I was told she was on leave and i should come back Monday 31st of Dec when she is back to get more answers. I complained that I found it weird that some consultant named Carmen can freeze my account, not to be informed as a client and her supervisors and manager not to have any info about my case?!

31st went back to capitec lalucia. Waited an hour until ***** dept picked up their calls and was told that I should go to absa get a clearance letter so bar can be moved from my account since the supposed money I tried to ***** did not reach my account. Basically when I got to absa, absa laughed at me and told me that capitec ***** dept needs to contact their ***** dept as that is the usual protocol in such cases and couldn't help me

Went back to capitec,asked for manager. He phoned ***** dept again and this time they told him they can't assist me and I should wait 14days pending investigation.!!!!

Today is the 4th of jan 2019 I can't access my funds and am panicking cos i had only one account and my salary goes into that account. No one has since phoned me from capitec and do not kno where to go to get answers. Im shook that it could be so easy for perpetrators to access my account and do this!!! How safe is my money continuing with capitec.

Please can I get an urgent reply on this matter before i try other means to escalate this.

I have been nothing but a loyal client to capitec and to find myself destitute and such bad customer care when I'm in this mess is traumatizing to say the least. Before I put them to court and order compensation on top of my money a quick response from them would be wise cos i even suspect that this is an inside job!!!