No investigation done on my query

On 24 March the Brakpan ATM swallowed my card. I called Capitec's customer care IMMEDIATELY to report it while I was on the phone wit the consultant an sms came through on my phone for a withdrawal of R3000 and R2000 were done at the Absa ATM I advised the consultant who was helping me he told me the card has been blocked & I must go to the nearest branch. the 25th was a public holiday I went on the 26th and I was issued a new card and told that the investigation will take 14 days. Nothing happened since . On 14 April I went to the branch to enquirer and the Consultant who assisted me was very helpful but the contact center could not assist her they escalated the call to the supervisor who also asked the same questions I was asked when reporting the incident he wanted to know who issued the new card, that info should be on their systems . then he sad there is no records that I reported immediately and that the card was blocked the same day , I was told to get an itemized billing from my service provider to prove it which will take up to 30 days, now I have to do my own investigation at my own cost, all I want is my money back because my pin was used without the card and consent