Bad customer service from consultant

Am laying a complaint against Capitec Bank on my mothers behalf, lately she's having money which is deducted from her account and when she went to Capitec bank in Makhado Louis Trichardt they told her that they can't see anything and where the money is being transferred to funny enough when I opened her Capitec Bank App I found all the account to which the money is going to.. Capitec bank whereas they told her they can't see the account number please help because money is missing every month in her account so far R570 have been deducted