Terrible Customer Service and Bad Response to Problems

On the 30th of Decemeber 2017, I went to the Standard bank Atm to make a withdrawal as it is the nearest to me. I inserted my card into the Atm and it seemed to be working fine. It asked me for my pin and when i put my pin, it took me back to the home screen and it did not give me my card back. I did not know what the issue was so I quickly called standard bank to explain to them what had happened. The standard bank consultant advised me that the ATM had been tampered with and he put me through to Capitec to stop my card. As i was on the line waiting so long for Capitec to answer, I got an sms stating that R3100.00 had been taken out from my account at a different location from where i was. The capitec customer service consultant answered and I told them what happened. They put a stop to my card and it was to late. If they has only answered earlier, this would not have happened. The capitec consulted advised me that they are very busy and could not answer the call so fast. I lodged a complaint to them and they advised me that they will investigate it further and get back to me in 8 working days. I had even gone to the police station to open a case. For those 8 working days after, I had been calling them and visiting my nearest branch to find out the progress and find out if they need anything from me, and they always said no they don't . A capitec consultant contacted me today and asked me all of the questions that i had already answered and stated that i need to send her screenshots of my call log. My question was, WHAT HAVE THEY BEEN INVESTIGATING IN THESE PAST 8 DAYS?????!!!! , as stated on the sms's they sent me. They customer service is terrible and they seem to not have any system in place for such problems. It is the New year we all have financial issues. I am very disappointed with Capitec and appalled with how they handle such issues. Why did they not request camera footage from the area or the bank. Please assist in what to do further because i have run out of options and I still don't know how to deal with this issue as no one advised me what to do.