They promised to refund me but nothing at all

On the 17th of Aug 2017 I got trapped on the ATM and the card didnt come back and 1200 was withdrawn from my account. I made a call to report the card that was on the ATM and by that time an sms came through reporting the money withdrawn. Now the problem is that I was told that they will do an investigation and will give me the feedback after 8days. Before that I received a call asking me questions I responded and I was told that the phone records showed that I made a call 2minutes after the sms came through in my records it was the same time. Now they told me to ask for the phone records from my network service provider and that they will refund me if it shows what I'm saying. Unfortunately the service provider took it's time and noe i dont even know where to give them this phone record they wanted. And they never called after that. So my concern here is why they can't refund me because I reported and they didn't get back to me to tell their findings after the investigation. So that I can be satisfied too. This has been happening and people don't get their monies from capitec bank and it's continuously happening because they know they will tell us they can't help us while you reported. It's really frustrating to be honest. Please.