Lost my money using your bank

I have been banking with Capitec for years now, hearing people saying Capitec is not helpful and the service is very poor but I couldn’t agree with them cause I never faced such a challenge until last Friday 24 Dec 2023, when money was debited from my account without my knowledge, went to the bank to ask them to reverse my money but got no help from Randburg Capitec, they told me there is nothing they can do, I don’t remember agreeing with this company to debit money from account. I don’t have any loan with any company just lost my R695.00. I don’t trust Capitec with my money anymore, why can’t they escalate this matter with *****, they cannot simply because they don’t have any insurance, how do I trust them when they can't simply trace my money or that company, i cannot make investigation by myself while they have assured us as their customer to protect our money …really don’t appreciate your service and am taking my business elsewhere.