Poor poor service zero urgency

I was recently ****med by a *****ster out of R6k from my Capitec account. I opened a case of ***** with Capitec and was told to get an affidavit stipulating all details pertaining to the ***** and how it happened including the account numbers and all relevant information. I did this and emailed it to the ******** email address along with my incident number. Days then passed and I hadn’t heard back from anyone regarding. Bear in mind the affidavit I sent in clearly stipulated the account number to which the money was sent pertaining to the *****. I was then contacted by my Forex broker advising their bank contacted them saying they have been implicated in a ***** case by my bank (Capitec) for a payment I made to them of 6k. I then called the Capitec ***** team to find out what the hell is going on as I clearly advised in my affidavit which account number and which bank the ***** pertains to. I was then told casually by some woman over the phone that the affidavit I sent days ago was never even attached to my incident in the first place. This really ****es me off because all the days which has passed I’m thinking they’re investigating and getting somewhere meantime they’re barking up the wrong tree entirely. To date i have not heard back from the woman I spoke to who confirmed the affidavit was never attached to the incident, I have had no update on the investigation or what happened or anything.