Bad handling of other peoples money and no accountability from the bank

My aunt had been a victim of theft in this bank as it has authorized a transaction that which my aunt was not a party to and had no knowledge of. This issue was raised to the bank and the bank failed to reverse the transaction . Furthermore, Capitec bank failed to provide evidence that when it authorized this transaction their client in this regard my aunt had an agreement with the theft company or this was consensual between their client and the third party. The bank then didn't take the matter under investigation, to ensure the customer safety as this issue is sensitive to their client and/or whether their decision was consistent with standard procedures or policies that bind them.