****med, but incident was closed after two days due to lack of communication because all Capitec needed was a reference number!!!!!!

On the 09 December 2021 I called Capitec Bank to inform them that I think I’m being possibly ****med. I called them they provided me with an incident number and then sent me 3 sms’s stating that I need to open a ******** case and write and affadavit and provide them with the police station name and when I’m done doing that I have to email all documentation to the Forensics department which I did. I spoke to the first consultant sibasiso who works in the ***** department , she then liaised with Standard bank , then told me my money will be frozen. The next day I called again just to confirm whether my money is frozen , the consultant did not even bother to call standard bank and told me I will get my money back. Now I know these processes takes about 7-14 working days , but something just told me to call this morning on the 13th December 2021 , good thing I called as I was shocked to hear that my incident was closed within a timeframe of 3 days, I was livid and spoke penny who was very helpful she called me later the day to ask me for the reference number that I used whenever I transferred the money. Capitec only needed my reference number for these transactions but instead of investigating they closed my incident/case. No resolution , no communication. I had to do all the follow ups ,thank God I did otherwise I would’ve been for feedback on an incident that was already closed. What makes this whole incident horrible, unprofessional ,************* and clearly showcased that when a client like me who’s unemployed complains and lost R37 500 , no empathy, no investigation was done instead my incident was closed because OF THE LACK OF COMMUNICATION!!!! THEY CLOSED THE CASE BECAUSE THEY DIDNT CARE TO ASK ME FOR A REFERENCE NUMBER, something simple like a reference number. They reopened my case but now I would like to see how much they care to resolve clients complaints , cause they are very quick to sell you something, but as soon as you complain you have to wait and wait and wait.I will not rest until I get my money back.