Money taken out of my account

I am a client of capitec Bank for mor than 10 years. On the 25th of Novemer 2021 someone hacked my account. A total of 34300rand was taken out of my account via my app. The strangest of all was that I had my phone with me. I contacted the bank, went to make a ***** case. No one made contact with me. I had to call the client care numerous times. Eventually I contacted clientelle legal to assist me. They eventually got through to the ***** department with no luck . I called the ***** department again and Someone gave me a direct no for the dispute department. I eventually got through after 10 days. I spoke to Max and he told me that he was very sorry that they did not contacted me because they had a backlog of ***** cased that they had to attend to. He told me that someone used my banking app and the money went into a standard bank account. He also said that he was waiting on standard bank to see who took my money. And also that if they cannot salvage the money, capitec will jot pay my money back. My question is how is it possible that someone can get access to capitec's system and take monies out of capitecs clients account. We do pay service fees for every transaction that we make. And I was also yold that our money is not secure or insure at the bank. We put our money into a bank to be safe. Please help