Useless capitec

I have been ****** of my cellphone whilst driving my Bolt one of the ******* requested me in Yeoville and grabbed my phone they have managed to get in to my account and took my 22000.my concern is how did they do it as capitec always requires the selfie when transferring lot of money it has failed me,second-in-command went to Germiston branch Bongiwe assisted me to change the number but failed to check whether the money has being withdrawn even today they haven't responded to me yet they said they'll get back to me in 7 to14 days and the statement shown the people who've done this as the money was transferred to their relevant accounts my case number is CAS126/5/2024 nor even assisted by SAPS not even a single call from the detective Mnyaka from Yeoville SAPS