Poor service (poor Capitec App)my money is gone

On the 21 November 2020,I was Nedbank ATM to withdraw the money,then came ******** took my hand place on the light top right,I insert card,He asked me to press my pin,I pressed the pin hindding it,then machine strart flush green light,press cancel,then my my card never come out.perpetrator was no where to be found,I ask someone that I may transfer money to his account,then immediately I used Capitec App to block the card,it's gave me the option of ****** or suspect fruad,I choose ******,then confirm. BUT THE ******** was able to take my cash of R7550, After wards I saw it after my shopping,then I resue my money by transferring R7000,to my friend and 165 plus R175 to newphew,when I spoke to agent she told me that they will hold the money for evidence,After they have failed me,This is too much,I need Capitec not hold my money,and pay back my money, because as customer I played my part by using app to protect myself.