Unauthorised withdrawal

An amount of R 3000 was withdrawn from my account and I had my card with me, I tried using their app but it crashed to view what's going on and transfer money before it's all gone , I reported it immediately at the branch on Friday and they told me that they are investigating I waited the whole weekend I called them on Monday waited 30 minutes when my call was transferred but to no avail then I went to the branch on Tuesday they told me they needed an affidavit and today they call me to tell me that my claim was declined because I didn't report on time when I went there as soon as possible and what they needed they didn't tell me in time they making it look like it was my fault when I did everything as soon as possible our money is not safe with Capitec especially when they making it look like it's their customers fault