***** in my account

I have reported ***** at Capitec, I reported immediately they needed a case number to freeze the amount I did that, they said they will get back to me, they said the case is closed/case not valid. i had quote what the legal advisor said to me, for them to re-look at my case, i have been waiting till this day am thinking about others who have good thousands in their accounts and this happens, and at the end of the day I want my money even if its a few thousands. So Capitec please sort this out get my money back, and fix your customer service one person is saying this the next says something else.