QUERY UNRESOLVED

On the 26th of April I got a call from someone who said that she is calling from capitec stating that I qualify for a credit card,the funniest part of it is that she knew all my details I did not even confirm my account number or pin,after I was done with the call an amount of R4100 have been taken from my account,I immediately went to the capitec branch to report it.The consultant who assisted me called head office and the lady from head office spoke to me stating the merchandiser have not retrieved the money yet so they will be able to reverse it back into my account the same day and the consultant who assisted me at the branch also confirmed that the money will into my account at 17h00 on that day but if it's not in I should call head office the next day which I did but apparently they had to do an investigation which took them 2weeks and after that they told me that my money could not be refunded, There customer service is poor coz if the lady from head office made sure that she attended to the query while we were on the line I would have gotten my money and I am not going to stop until I get my money because that person who took my money either have been working at capitec before or is still working there,I just want my money