Dissappointed by ombudsman.

It is so disheartning to think hat we are protected as consumers by the above body, I layed a complaint with them two weeks ago to realy investigate why Capitec would not want to pay the money I lost at their ATM in vereeniging , I have refs:***2 dated 25/10/2021and ***0 dated 05/11/21 to my dismay they requested a lady at capitec by the name of Natasha Wiliams to re- investigate what her colleague Nothemba who called herself a manager at Capitec had investigated. both information looked alike because their outcomes supported each other which I expected from the colleagues. My worry is that since when Bank ombudsman request the same bank to investigate itself and expect different results? why do we have to have this body in SA? please I need to know how is this body protecting when they are failing to to give me their response neither correspondence.

I need my answers.