Horrible bank. With even worse customer service

A Month ago, my capitec account was emptied. I had phoned them immediately when the transactions were taking place, because it was a weekend they told me to wait for Monday to at least get a response. The money was pending until Monday, I asked them if I could reverse the money as it was an unauthorized transaction on my account. They told me I had to wait, I have been contacting them numerously via their WhatsApp portal for updates where they only reply 3 hours later sometimes nothing at all. I was told when I lodged this complaint that it would take 7 to 14 working days. Than after 7 days were up they told me I would take a whole month for them to give me an answer. I have phoned them a number of times only to be transferred from one department to another. They recently told me via their WhatsApp portal my account is closed as it's been inactive for more than 12 months. This is absolutely nonsense. They failed to realize that I know my money is insured. But due to their neglect I will be involving the ombudsman due to poor customer service. They want us to use their facilities but can't even insure that our money is safe. Very terrible bank. I will never bank with capitec again, and if my money is not returned I will be making this issue even bigger