Bad service ever

My daughter transferred money to her younger sisters account using the contact number that was not linked anymore to the account holder. She got a notification that it’s not verified. But the money was debited from her account. She visited the branch the next day and she was told that she will get her money back after 3 working days. On the second day she got an sms notification that the reversal was unsuccessful she must visit her branch. She then went back to the Thohoyandou Mvusuludzo Branch where she was told that the money was withdrawn by the account holder. The younger sister went to the bank and she was told there was 1 amount reflection which she got but he first one was not reflecting. The one who transferred contacted the customers service and she did advise that the younger sister doesn’t have the simcard as it was damaged and it’s been a month without the sim, only kept the number for whatsapp. They told her that they need to call the account holder for authorisation on her account on the number she transferred too. how on earth can someone get contacted on the number that’s not working. I am falling to understand why can’t they call on the active number as the younger sister is also a Capitec client. They have been giving runs around and my daughter is missing classes while travelling to the bank day in day out. Not hap py with the service that Capitec is rendering.