Avoid Capitec Bank

On the 1st of December 2021 my parents who are both pensioners went to the bank at Mall of the South like they usually do when they get their pension to finalise some banking. I got a shock of my life when they called me and told me that they couldn't deposit at the ATM because it's cheaper and were forced to deposit in the bank which is more expensive for them. Capitec was better option for them because it was in the public that it's cheaper and easier however banking with them has become a nightmare for them. I'm not sure what's happening with Capitec Bank however it's services have downgraded to -1. How does this bank expect diabetic patients to sit in the bank for over an hour and still treat them like they don't exist.