REFUSAL TO REIMBURSE AN ******* WITHDRAWAL FROM MY ACCOUNT

I am very disappointed with the service I have been receiving form capitec bank regarding the refund of my money that has been ****** from my account due to ATM ***** I am a victim of this horrible incident yet I have been treated like a ******** as it was my card that was used to withdraw funds from my account and my pin, I was told by a capitec consultant that my money cannot be refunded as I called the bank 10 minutes after the withdrawals from my account took place and that if I had called in sooner my money would have been refunded one of the reasons for my delay was because I was put on hold when I called in to report that my card had been swallowed at the atm and the waiting period for me to hold until an operator picked up contributed to the ten minute delay. this is not the first time I have had problems with capitec, I have been a loyal client and I was not treated fairly. Every other bank refunds when something like this has happened to a client of theirs why is capitec so different. Capitec does not care about their clients and their service is disgraceful.