Unauthorized online payment on my account and no feedback from Capitec

I had money deducted off my account with a weird reference on the discprition and it was for an online payment. As soon as it happened I contacted Capitec to lodge a complaint of course, the lady on the lady was sort clueless and read out some disclaimers and I was given a reference (Incident# ***6). A few days later I miss a call from an unknown number early in the morning and again yesterday at 7am in the morning. I was then notified by Capitec that my incident is now closed because they cannot reach me.

I returned the call and called the customer service to get my feedback and I am told that the incident is just closed because I could not be reached, the same feedback was provided to me on Twitter in their DMs, in fact on Twitter they are referring me back to the same customer service that told me that the incident is closed.

I fail to understand how exactly is an incident resolved without any feedback given to me, two call attempts st 7am do not warrant a resolution for my incident and no other means of communication were attempted. No emails or SMSs were sent to me with feedback, instead the one emails and SMS sent state that they can't reach me, WHY can't they just provide feed on email or on email instead of trying to call me outside normal hours??

It is absurd and I need my feedback and my money back, I need to know why this happened, WHO authorized the online payment on my account and WHAT is being done to prevent it from happening again?