No help with dealing with ********** transaction on my account

I've reported a ********** transaction on my account, tried to talk to both support line and went into a branch. At first over the phone they told me they can do nothing to help I must go to merchant and ask for their transactions to see if they had done it twice and to no avail. Then I got a copy of all the slips that the merchant had of the day the transaction went through on my app and on SMS and proceeded to their capitec branch. After a phone call and wait I was told that the transaction dates are different on their side compared to mine and was promptly told to go back to merchant and ask for their bank statement of October 2018 to see if we could find the proof their. This upsets me due to the fact a ********** transaction went through my account I have with Capitec bank and they refuse to get involved and would rather waste my time and my money of which they were supposed to have secured.