Theft without an explanation

I logged a dispute with Capitec regarding my card which I had in my possession however it was swopped multiple times. The feedback I got was that they are unable to refund me as it was not an online purchase it's was a POS transaction. Of which I find disturbing considering that they are aware of cloned cards which happen in this *****ulent country we live in. My money disappeared and it was roughly around 3k. The sense of urgency they have placed on this matter is ridiculous. I'm not being assisted and they have no sensible explanation as to how someone git hold of my card while I had it and how did they even get access to my card.how did the transactions go off without my pin.