NO SERVICE CAPITEC

Hi, I have filled a dispute with Capitec 2 weeks ago. They phoned in the week and I missed it as I was at work. I have phoned 3 times this week in 3 days and was told the guy handling my dispute (Carl) was gonna get back to me. I have not heard anything from him after I was told that. Money got taken out of my account without my authorization. As I believe Capitec was suppose to be secured (NOT) and that purchases cant be made without the account holders authorization on the app. Mind you, this conspiracy happened at 12 in the morning when I was fast asleep. With any purchase made with your card is suppose to be authorized on the app, I have not done this and no one else has access to my app or my account. I would like some answers please. Ref. ********** .