No assistance from Capitec in a theft case

I paid money into a Capitec clients account in exchange for merchandise. I never received the merchandise from this person. I went to the police and made a theft case. I approached Capitec to advise how they will re-imburse me as a Capitec client myself, and I have the proof of payment etc. Apparently the funds were withdrawn from the persons account and closed, and Capitec advised they cannot assist me...I feel that as the banking institution they should take some responsibility for opening accounts for clients who rob law abiding citizens. I am a very disappointed client.