Money that was withdrawn on my account

Hello Peter. My name is Lizzy Kepadisa I'm one of Capitec Bank clients, on the 09.10.2015 I received an sms on cellphone as to say an amount of R3000.00 has been withdrawn on my account & I went to lodge the complaint at Randfontein branch & the consultant that assisted me gave me a reference & also advise me that someone from their transact department will contact me within 14 working days. Afetr 14 working days I went again to the branch since no one contacted me & the consultant that was handling my query called their transact department to find out how far they were with my query & it was then they realised that nothing has been done on that query then I decided to send the transact department an email to find out why there's a delay & why was I not contacted within that 14 working days. The lady that was handling my query is Bulelwa Kalipa, she contacted me & explain to me that the bank wont be able to refund me because the card was still in my posession when the money went out of the account. I feel so sad because I never experience such a bad treatment in the past I've been with Capitec Bank for eight years & nothing like this has ever happened.