Victim of ***** or ****

On the 4th of November 2022. l realise that my phone didn't have network and since we are on load shedding l didn't take it seriously. The following day still not network but my mom's one had network. I asked for her phone to call Vodacom to check what is going on, they then informed me that there was a Sim swap done day before on my number. I explained to the vodacom consultant that am not aware of that then they did a Sim swap for me only then that's where I realise that money is missing on my account, immediately l went to capitec in dobsonville case was logged and they asked me open a case at police station that was done to. On the 17th November 2022 l received an sms starting that they won’t refund me bcz my number and pin was used. The question is how? No one can answer that because l believe that someone needs an account, pin and facial biometric to link the device on the App or that's not true. Capitec bank failed me to the extent that I don't believe in their system anymore. Am talking about my savings that I worked hard the whole year to invest but just to be taken by ******** and the response is there is nothing we can do. Very disappointed and in distress because l lost so much money in the hands of the bank that seems not to care at all. I feel like my emotions are not taken to consideration no one cares at all.