Unable to pay me back

So after the run around of my situation regarding my ***** case that took place in July 2022. Capitec decided that they can't refund me the money I lost. I mean for crying out loud, me and my friend had guns placed on our heads, we were forced to open our banking apps and provide pins to the *********.

Then capitec tells me they can't refund me. What's the use of having a banking app if our funds are not safe or there is no emergency or panic button when such is happening. I would've understood if the agent told me that they reversed my funds same time I reported the issue but he or she failed.. I feel like capitec didn't even bother to listen to the recordings since well they say "every call is recorded"

I have screenshots of where they state they can't refund me. I might as well move my savings to a new bank and close this useless account.