My account was hacked

Evening <br> <br> My name is Gloria Dhlamini, and I bank with capitec bank. My account has been hacked and my money was ****** through Internet banking/mobile or it was stollen from the system. I haven't had a response from them and it's been weeks, and they said they won't refund me until they hand the matter to the police. This happened inside the bank and due to my understanding they were supposed to refund me immediately and not involve the authority. I can not understand why I'm treated like this!!!!<br> <br> Please help