Money ****** from my account

Someone just took money from my account and Capitec said they will refund me in 10 days. It's been more than 10 days and I heard anything back. It still baffles me that someone can just have access to my Capitec account and take what they want. I've honestly lost all faith in Capitec due to the fact that they can't even tell me how it happened or who it is. All they say is facebook took it, I am not even on facebook. This is absolutely ridiculous reference number ***