Poor service

On 25 May 2021 my whole salary was with drawn from my acc to an unknown Luno acc. Capitec say neither they or Luno will refund me because money has been converted to çrypto currency. That is not my problem. I trusted the bank with my money and they have miserably failed me. I asked who took the money they won't say. Like they protecting the *****. I'm so done with Capitec. My next step will be to contact the bank ombudsman. I work hard for my money will not let someone just take it like that.