Poor customer service

Reported a *****ulent incident on my account and was told to go do a while police report and get a case number for my funds to be reversed because ithe funds were sitting in another capitec account. I did everything required in December and nothing has been sent. Not even an acknowledgement of my email and the stuff said. This is after the call center agents were so rude when I reported the matter. We put in so much of our money in these banks but their employees treat us so fouly. Very disappointed in Capitec.... Might as well go back to Fnb or Nedbank. I've sent requests asking for an update after sending the documents I was SENT to go get but nothing.