Bad Security System

My niece received an Sms informing her that a large amount was taken from her account whilst the card was on her possession. She sent a please call me cos she didn't have airtime and I call her and made a conference call to ***** dept. Our call got dropped when she tried to provide her ID number.

Tried the WhatsApp number but was not assisted. Managed to send her airtime and was told that someone managed to open an account using her details. How cos she did not even receive an SMS to approve anything? Just how safe is Capitec security if someone can just open an using their clients details easily like that? The agent told that her that they will investigate but there's no guarantee that she will get her money back. I was thinking of doing bank switch but after this I don't think I can trust this bank with my money. I will stay where I am.