Transfer of money without my consent

Good day On Tuesday 29.06.2021 about 16:35 my son received a phone call on his cellphone. The person informed him she would like to talk to mrs Amsterdam. The lady on the phone identified herself as an employee of Capitec's ***** department. She noticed someone was busy with my account and she need to stop it. I had to go to my Capitec app so that she could stop it. I had to confirm which I did. When I looked again into my account I saw R11014, was withdrew from acount and paid into Yellowcard - Prepaid 24 I immediately contact my bank and was informed to immediately opened a ***** case wich I did. I did everything they told me to do. Get an affidavit and a case number which I did I was constantly via email in contact with forencics who every time told me they are waiting for feedback from FNB. From 30 June 2021 up to 06 August 2021. The last email I received on 06.08.2021 telling me that they got feedback from Yellowcard and that there are no funds to repatriate. Unfortunately all funds have been utilized. I must take up the matter with SAPS on a ******** level. I also lay a complaint at Capitec's complaint department but they also could not help me.

All I would like to know is 1. Where do I stand with Capitec 2. Can Capitec just tell me they can't refund me? 3. How safe is my money with Capitec? 4. Is Capitec not suppose te refund me? 5. Can they just tell me the matter is closed I must lay a ******** charge at te SAPS?

You are my last option in trying to get my hard earned money back from Capitec. Can you perhaps assist in this matter?

Regards

G. Amsterdam