unauthorised deductions

On 20 Dec i wake up to an unauthorized deduction from my bank account. As soon as i get to work I contact Capitec Customer Service to report the issue. They give me a ref number after telling me that the card division department will do an investigation and be in touch with me. I do an investigation of my own to try and see who the culprit was that stole money from me and find out that i was indeed ****med. Somehow, some way, someone i have no connection to managed to do an online purchase from my bank account. I decide to call a Capitec branch to explain the situation and to find out if the missing money can be reversed and was told that it can be done. An hour later i get to the branch to receive my new card as the previous one was canceled and then get told that the payment cannot be reversed as it was an online purchase and not a debit order, something they could have told me over the phone when speaking to them earlier. I get back to work, contact customer care again to find out if there are any updates and there was none. I check the Capitec website about ***** and read that i am to report ********** behavior to the police as well. I contact customer care again to confirm and they advise me that a case number, once obtained, will be added to my dispute. I get home and go to the police immediately, only to be told that i require a bank statement in order to open a case of *****. At this point I'm even more upset than I've been all day as I've been calling and running around and not being helped much because i wasn't given all the information needed. Capitec consultants didn't advise me to report my case to the police as well, I had to read that for myself on their website, and also didn't advise about the bank statement. I, til now, have not received a call regarding the investigation. I am appalled at the poor service I'm receiving. Please understand my frustration: someone i do not know somehow, without my help or negligence, stole money from an account which does not belong to them and from a place where my money is supposed to be safe. I really need to know what is happening. Today, 24 Dec another unauthorized deduction went out of my account, after receiving a new card. Inside job perhaps??? Still no call back from those investigating. Disgusting service!