Horrible service, Zero sense of urgency

I am a Capitec bank customer and I have never been disappointed like this in my life. On the 29th of October 2023 there was an unauthorised transaction that took place in my account and I immediately reported this issue with their ***** team, it was a Sunday and the gentleman that I spoke to said they will will investigate and revert back to me by 14 days and in the meantime they will send me a reference number for my case. Unfortunately they did not send it until I Whatsapp’ed them and requested it and also asked regarding my case and I was told to wait. When 14 days was over I made contact again and asked the gentleman that I spoke to to provide feedback and told the guy that I need that money but he said I need to now wait 48hours and that was on Tuesday now 21st of November, till today I am still waiting. I am very disappointed at the bank’s poor service and them not having a sense of urgency. The ****mers even tried to debit again in my account. I have not received my money back nor have I received help from the bank. When I went to collect my new card at the branch I asked the lady that was assisting me and she said “ I don’t know any cases like that here at Capitec and I don’t know if you will receive your money back😳😳” imagine!! I am soooo disappointed I do not want to lie