Lack of Customer Service

My husband is a Capitec and Vodacom customer, he was recently contacted by someone claiming to be a consultant from Vodacom. he said there is someone who was trying to make a sim-swap using my husband's cellphone number and he was phoning to confirm if the person trying to swap numbers is really the owner of the phone. while he was busy on the phone, the consultant then asked him the normal questions that Vodacom will ask when you are been assistant. however, this so called consultant was the ******* as after the phone call, my husband's cellphone number was nolonger working and his money was taken out of the Capitec bank account. he went to the bank the next day and was given a query number and was also told that the Capitec consultant will contact him during the 14 days waiting period but no call was received. after 14 days my husband went back to the bank and was told that the query was closed as he was contacted but he did not answer the call and they also claim to have sent the sms for which we never received the sms or the call. they then opened another query ticket and had to wait for another 14 days which he went back and was told the same story that the query have been closed. He also is not allowed to speak directly to the consultant over the phone as he went to the branch. We are very unhappy with this as it keeps happening to different people but the bank is not doing anything about it. this also shows that our money is not safe at Capitec as they are not trying to stop things from happening or atleast minimize the chances of their customers loosing their money. i want Capitec bank to contact us regarding this as we want our money back which they should be able to trace.