Incompetency

I would like report Capitec Bank,

There is an amount of money that went off my account as an online purchase(i know NOTHING off) Saturday 3rd May and I went to report the matter at the Branch and was told the amount is going to be disputed but I wont get my money back. they are going to investigate the matter. And that was that.

My thing is , how on earth does money go off someone's account without Authorisation??.....I have purchased an item online before, no payment goes through without you authorising it on the App, so how did this purchase i know nothing off, go off my account without authorisation??...I am extremely disappointed because i trusted them with my money, and they come back to tell me i might not get my money back "these ****mers are smart" that's what the consultant told me :(

When I asked the consultant at the branch how long will the investigation take, and will I get my money back...she said " These ****mers are smart, we will investigate but I'm not sure if you will get the money back" those where her exact WORDS