Un able to authorise my claim

My card was swallen by an atm and money was withdrewn, i stopped the card and the bank said they will get back at me within 11days now they sent text today saying, they cant authorise my claim. I went to capitec today for further explanation and they told me i compromised my pin and i called late to stop...whereas by the time i was calling them,they asking me questions while my money was busy being drawn..i had to intervene and cut all these quetions and tell them to immediately stop my card...