****** money

I reported 3 ********** transactions to Capitec on the 2 of August. I phoned twice already with people putting the phone down in my ear when I explain to then that I can not wait 15 days on feedback that is just not existing. More than R18 000 was taken out of my account and Capitec does not seem to care. What would have happened if I rely on that money for survival, how can Capitec do this and get away with it ?? How can the people answering the helpline at Capitec put the phone down in my ear? My next step will be to go to the Ombudsman and take further legal action.