Money went missing in my account

on the 14th May i had my bank card with me and an SMS of withdrawal from my saving plan came through. i immerdiatly called Capitec client care to reort the matter and they stopped my card. i was imformed an investigation will take place and the turnaround time is 11 business days. on the 11th day i recieved a call that the bank cannot assist me with the missing money. my problem is no one has called me and asked me what happened up until the 11th day. Ive never received any communication and i was told my money is gone and the bank cannot do anything about it. only on the 11th day just before i was given feedback the called asked me what happened and how did my money go missing. I felt so bad with the treatment and i dont think the bank treated me with respect and as a valued customer. i have been using the bank for the past 6 years and this is the 1st time im experiencing this. i worked for the bank before and have had clients complaining about the similar case to mine. im starting to have doubts in referring clients and believing that Capitec will take car of my money while in thier possession. im frastrated and demand a full report of how the investigation was done without me.