They acknoledge that it was ***** but cant refund me

On friday the 9th of February I was paying for food with my capitec accound and was told it has insuficient funds. I then logged on to my interent banking and realised that money has been transfered from my account to another capitec accound. I then alled capitec and the told me that that account has been blocked meaning that I was not the 1st customer to complain about this account. I was asked if I had recieved a call from any1 asking me sim swap questions and I said no but my sim hasnt been working for a while and I thought it was faulty. I was then told to call MTN and check if there was a sim swap performed on my sim and then go to open a case withsaps. I called MTN and was told there was a sim swap on my number on the 32st of January 2018. I then scrolled back on my statement and realised theres more money that has been going out of my account in total R7550. Went to saps then went to capitec blue hills and they said they would investigate and come back to me in 8 days. I recieved a call today they asked me random questions that I answered and I was told that yes they can see its ***** but unfortunately the cant refund my money. Which I dont understand. They confirmed its *****. Hello peter please help me get my money back.