Money is not safe with Capitec Bank

I just woke up and found an SMS that R678 was used to purchase at Zara in Johannesburg while I'm sleeping peacefully in my home in Cape Town and my card is with me. I called Capitec only to be told they can't refund my money as they don't know how that happened. What a nerve I keep my money in their bank and they can't even give me proper information as to what happened, how cruel can a business be? I deposit almost R50k monthly in this bank for them to not be able to give me peace of mind that my money is atleast safe and thee worst service ever. This is my money I earned every cent, I pay charges now I got charged online purchase charge for a transaction that I did not even do....Why?????????