Not doing there jobs properly.

I went to the ATM bank to withdraw money , my card was taken from me 7 swapped with another card without my permission , there was money withdrawn from my Account (there was 2 fidelity guards that also saw what happen) , I then called Capitec to stop my card. At the same time reported the incident & they said they let me know after 8 working days what the outcome was , I then called after 9 working days , the call center agent told me that I have to wait 8 to 14 working days now & that they haven't even started investigation on my incident as yet. A day later a lady called me back & told me that they are declining my refund because , it was a planned thing. So now I want to know is did they really even investigate on what happen ?...