Very bad customer service

I was ****** at an ATM of R 3000.00 and I Went to the bank with a case number from the SAPS. I was asked from Capitec to wait 8 business days for investigation, they responded to me, advising that they cannot refund me because I only stopped my card the following day, which left with me a balance of R 187.00, without retrieving CCTV footage from the ATM, I do not understand why because banks are insured and are able to refund ****** money, secondly how did the bank allowed my card to go into the machine, if it was tampered with.