Lost my money via Capitec App

Dear Sirs I lost my phone on the 29th of July within 30 minutes my phone was off l emmidiately ran to Mtn to request to suspend my number they did it for me I thaught when I suspended my number everything will be suspended. The following day I wanted to transfer 1000 from my Capitec account to my FNB account but the Consultant at Capitec told me that I have only R200 I was shocked I told him that I had R26500 in my account. He checked my account and find that R26000 was transferred from my Capitec account to another Capitec account via the App when he was checking further he showed me the picture of someone whom I don't know, he emmidiately suspended my account and that person's account I asked him what is the next step he said to me their Forensic investigator are going to call me within 5 working days. I requested him to give me the details of that person because I am going to open a ***** case he refuse and said he is not allowed to give a client's information to another client he said I must go to high court for him to give me the information of that person . I went to police station to open a case without information of that person, as I was waiting for a call from their invitators they called me on 1st of August, but I was in the meeting I told that person I am in the meeting currently please call me later , I went to the bank I spoke to the Manager I told her that someone called me but I was in the meeting she told me that they are going to call me again. The next time when they call they used the suspended number that is link to my Capitec account. I didn't get that call they have also sent a massage to that suspended number I didn't receive any communication from them. I went to the bank again on the 10th of August I told the Manager to follow up for me she promised that she will do so, on Friday the 13th I went to the bank to check how far is the process she then called those investigator when she finished calling them she said, they said they cannot do anything my pin was manipulated and is not their fault I must go to Ombudsman and tell him to give me my money Or I must go to the Police Ditectives who are handling my case to find out that ***** and arrest him. I asked him but what about my money she said they said they cannot refund me because is not their fault if my pin is manipulated because that person transferred my money to another person's account and he also withdraw R5000. I asked how possible is that because I couldn't use my Capitec App without my pin number, every time I do transaction I must put my pin number? she said she doesn't know. She also gave me the number for Capitec client care. I left the bank I called client care I explained what happened and what the bank says the lady who assisted me said she will re open the invitation they will call me within 5 working days,they called me yesterday 20 August I explained again to him of what happened that investigator said he is sorry of what happened to me but they cannot do anything and they cannot pay back my money I am welcome to go anywhere they cannot pay back my money.