Poor Customer Service

On the 17th of March 2022 I suffered the same fate as Lebo, my credit card was hacked into and I received a notification that I have subscribed to Amazon Prime at the time I didn't even know what Amazon is, I then called Capitec to report the matter immediately and I was told that I will have to pay them R80 to investigate the matter of which I agreed because the transaction was for R 1 199.83 which is a lot of money. I have called Capitec three times already to follow up on the matter and I am told that the matter has been logged and there is no feedback on the matter. I find that totally unacceptable I would have thought this would be a priority to them since they are also charging me to investigate.

What I would like to know is how am I not protected as their client because I didn't even receive a notification to authenticate the transaction?

Normally when I use my card for online purchases I receive an sms to authenticate the transaction.

I am so disappointed in the manner that this is handled I have lost faith in Capitec as a bank as soon as this matter is resolved they will lose me as a client because its clear that my money is not safe with them and there is nothing that the bank is doing to keep my money safe.