Really disappointed

I had unauthorized ********** purchases in my account and when I went to the branch I was told that I need to pay for a new card and also pay to get the matter investigated. the least you can do is communicate about when I'm going to get my money branch. it's almost 2 weeks with no communication from them. I urgently need my money back and I trusted Capitec with my money cause I know even when I do some online shopping when making payments it will redirect me to the capitec app but I dont understand how someone can ********** do purchase from china huawei when I've never been to china or even own any huawei thing. I'm really disappointed and the lack of communication cause when I left the branch they said I'm going to receive a call in the next couple of day but it's almost week 2 with radio silence from them. I need my money back!