In want my money

So I was recently a victim of online banking, someone ordered food on Mr D and the order went through using my Capitec bank details, however I did not receive any notifications to authorize these transaction and Capitec is refusing to investigate and telling me if I escalate this matter with them I have to pay them to investigate. What ******* is this. The value was over a R1000. They rather referred me to Mr D. The Capitec agent that took my call was more interested in the whereabouts of my phone then making sense of this.