Pathetic service

On the 26th of May i went to a Capitec branch on ellof street in JHB CBD to activate my cellphone banking. During this process discover that R10 000 has been taken from my account. i inform the consultant of this and ask her to reverse the amount and i have no business or account with Luno. They conduct their checks and tell me they cant reverse the amount, they will freez the money and log a disputed purchase query.

I inform this lady that i did not purchase anything and i want the money reversed immediately. they blatently refuse and proceed with logging the complaint and tell me it will be resolved in 11 days. 2 days before the deadline i get an call telling e that i need to Open a ***** case at a police station and have a sworn affidavid sent together with the case number. im later told that this is now a ***** case...

i do this and get it done, i made numerous calls to get this feedback but no luch, a month later im told i followed the wrong process and this case was escalated incorrectly, it is know with the complaints department. I call again this morning and im told that ill get feedback mid August as they are still investigating...

what Nonsense is this??? does Capitect even value us as clients, do they even protect our money... no it certainly doesnt seem that way.... im disgusted with this level of incompetence. under these economic conditions and cliemate they shoud impliment better controls to safe guard our livelyhood, how am i expected to feedback my families with 10k, the debts i have just to cover this gap