Highly disappointed with Capitec bank service

I am so disappointed at this moment with Capitec. Its been such a good bank until I walked in the South Coast branch and asked for their assistance. My account was debited as a transaction on the 19th of November and was told by Thuli that the system was down on the day to contact the help desk since the money is still within the bank and will take 3 days to be receipted. She even reassured me that they've received queries like this before and that I will definitely get my money back within 24 hours and she will contact me after getting hold of the help desk. I then went back 4 days later to find out whats taking so long and the other lady told me that the helpdesk is on their 2nd day of investigation and should contact me on the following day. Only to be contacted by the help desk today, 8 days later telling me that unfortunately there's nothing they can do? and the reason they took so long is because they are receiving lots of calls at this time of the year. Highly disappointed in the service that I got and I need to know how will I get my money back since I gave no one permission to do a transaction from my account!!!!