money withdrawn from my account - ref ***5

on the 14th May i was at home with my card in hand and received an sms that money is being withdrawn from my saving plan. i immerdiatly called the call centre to stop my card and was informed an investigation will take place and i will received feedback in 11 days. on the 11th day i received a call to imform me there is nothing the bank can do as my card was a chip card. my problem is no one has ever called me to ask what happened, how was the investigation done when i was never contacted. the guy who called me to give feedback only asked me during the feedback call what happened. he was even supprised that the withdrawal happened while i had my card in hand. this was poor service and i cannot accept the fact that my money just went out of my account and no one can answer me what happened to it. i want my money back and demand an apology including an explanation on how does this happen. ive been a capitec client for 6 years and have never encountered any problems, but this will give me ideas to question how safe my money is with the bank. how will i trust that my money wont go missing again. i need to know what happened before i decide to change banks.