Very unhappy customer

It's been over a week that my Capitec account was hacked with my whole salary. I immediately went into a branch after the guy took me through the app to hack my account which make me think this has to be an inside job. Till today I have not heard anything from the Bank instead when I called the consultant gave me attitude saying "his not sure they will refund me" Is this how a customer get treated when they in distress? No empathy no compassion... The worst parr is its not the first incident that my family has experience with Capitec but we've stayed loyal but this is unacceptable...

This can't be right