Sadly dissappointing service to say the least

On 3 April 2024 I attempted to log into the Capitec app on my phone and realized that money had *****ulently been taken out of my account on 30 March 2024 (there was less money in my account than should have been - I had only been paid on 29 March 2024). I called the ***** department of Capitec Bank on ***2 and spoke to a consultant indicating that money had been withdrawn from my account and that I needed to log a case of *****. I was told by the consultant that they would log a ***** call and that it could take anything between 14 and 21 days to investigate the withdrawal and get back to me. On 3 April 2024 at 08:13 (shortly after my call to Capitec) I received an email from Capitec acknowledging my call and I was given a reference number to confirm the case. On 4 April 2024 I called Capitec to follow up on the case. I was told that I was required to send them a SAPS affidavit before they would investigate the case (why did they not call and inform me this). I duly went to the local Police Station on 5 April 2024 where I completed an affidavit stating that *****ulent activity had taken place in my account (I have the sms showing the two transactions where money was withdrawn which even indicates the person’s name). I was given a case number at the SAPS which I duly communicated with Capitec bank by sending the affidavit and case number on 8 April 2024 at 15:51 via email. I received no response to this email. My account was “blocked” and my atm card was stopped and I had no access to any of the funds still in my account. Later on the same day, ie 8 April 2024 I again called Capitec Bank to confirm that the affidavit and case number had been received by the ***** department. They confirmed they had received the documents and that an investigation would be launched. I had no communication from the bank thereafter however I continued to contact Capitec every few days to enquire on the status of the investigation. Each time I was told that the case was “in progress” and that no further progress could be provided to me. I even went into the Capitec branch on more than one occasion to enquire the status. On 29 April 2024 (26 days after the incident) I went again to the Capitec branch to enquire on the status of the investigation, I was again told that this was still in progress and that no further information could be given to me. I indicated that this was way over 21 days and that I was in desperate need of my cash funds. There was no compassion shown and I was merely “brushed off”. I am a single parent and have a minor daughter for whom I am solely financially responsible. I have not been able to buy any of her or my necessities due to the delay in the “so called” investigation on my account. I continued to call and visit the branch to enquire and each time received the same response of “no feedback and in progress”. This has now reached the point where I can no longer go on. I do not have cash to tend to my and my daughter’s daily requirements, yet each time I contact Capitec I am told to wait until feedback can be provided. I am now considering seeking legal advice and referring this case to the Banking Ombudsman as it is now 5 weeks and still there is no response to my query. Although I have been told that the money has been “located” and transferred back to the bank, the money has not been paid back to me. Whether I call or visit the branch, I receive the same responses. I am at my wits end. Its not as though I earn a good salary so it would be evident that I am financially under duress which is causing a ripple effect on not only my health but also that of my well-being. What else is a person supposed to do. I am sadly disappointed in the ********* and unprofessional manner in which Capitec bank handles their customers (who generally, may I add, are from the lower income groups). Not only has it been 5 weeks since the incident but the lack of empathy is plain sad.