Unauthorized transaction

On the 27th Jan I called capitec as I saw the debit order that went off my bank without my authorization by the name of Runwaybill they told me they'll escalate it and reverse my money. Monday went to the branch to see if I could be assisted because my debit order was bouncing as I've left with less amount. They told me that they can't assist I'll have to wait for the bank to get back to me in 7 to 14 working days do I really have to wait that long for my money to be returned to my account? How possible is it that the money went out without my authorization?