Money stole via capitec app

On the 15th of March at about 11:00 I noticed that my phone number *** was losing network and I thought it was vodacom as my service provider. I was busy working I told myself I'll check it later. At 15:20 I tried Opening my capitec bank app so I can transfer funds from my savings account to the main account for withdrawal, my app was not functional. I went to the ATM to try and make that transfer manually , the transfer was unsuccessful. I put a card in the ATM to view avaliable balances there were no funds available in all my accounts . I called the number on my card , the person whom I spoke to told me to do an affidavit and open a ***** case which I did as instructed , I submitted an affidavit at capitec Thabong branch in sebokeng they emailed to their headquarters. On the 24th I received a call from their headquarters I was told that they regret that the money ****** from my account will not be refunded. The sum of R3988 plus send cash of R1500 were ****** from me via capitec app as my bank statement shows.