Refusal to refund

It is so disheartening to be disappointed by the bank you would think have the best interest at the hearts of their clients, on the 13th October 2021 I lost my phone and whilst trying to trying to call it several times ,little did I know they that they also stole an amount of R6500 from my capitec and app, I lodge a claim from capitec same day at around 22h00 and went at their branch in vereeniging and told me that they will investigate the matter yesterday the 22 October 2021 I was called by capitec personal informing me that they will not repay me that amount with shabby reasons, the time is now to expose the dirty laundry of this bank how did the person got into my app to withdraw money? They don't have camera footages to show me the person are we really safe as south Africans at this bank? December is at the peak I wonder how many people who are going to get rejections from Capitec bank. I NEED MY MONEY