poor customer service

on the 21/12/2015 I was de*****ed R8,000 via cell phone transfer ,surprisingly the money was in the other account ,log a case with capitec I was given ref number, also opened a case at the police station ,capitec advised me I will have respond within 11 working days on the 15th o January I received a call rom capitec saying I will be refunded, but yesterday I went to greenstone to check how far with my refund I was told I wont be refunded cause ***** was via cellphone transfer ,was it my fault that money went missing in my account ,surely it was done by someone who knows capitec system and their weakpoints