Terrible Customer Service

On the 17/12/2024 i opened a ***** case at Capitec I lost R12 000 the consultant that helped me said it would take up to 30 days to get a response but the ***** department will be in touch with me via Email or they'll Call me. On the 21/12/2024 i received an SmS with my reference number stating that the case is closed I haven't received any calls or emails as to why the case is closed so i decided to go into a capitec branch to find out why my case has been closed let me just say that i am very disappointed with the service i received the consultant was very disrespectful she showed no empathy all she said was the case is close and there's nothing they can do to help me she refused to give me a print out stating why my case is closed apparently the sms i received is my proof (THIS IS THE SMS I RECEIVED: will now be closed. ***. Info: WhatsApp us on ***.) I NEED ANSWERES.