Where's my money

So R830 was deducted from my account. I called in about 3weeks ago, they stopped the card as it was a card transaction and said another department will investigate and perhaps call me. I called back last Friday wrt and update and was told there is no turn around time and capitec is waiting on the.other company to respond. And they dont know how long that will.take Firstly, I barely used the card and only noticed afterwards when I saw the transaction that the card is missing. Secondly, its my children's maintenance money! I have to say that even the staff wasn't helping me feel better about all of this