Capetic bank poor case handling

Last week Wednesday my SIL was de*****ed of her only money as a student due to swim swap *****. On contacting Capitec we were met with a whole lot of questions that seek to assist Capitec in not being held liable rather then helping the client to find out if they can retrieve their money. We asked a number of times if they can be able to reverse the money, having worked at a bank this should not be too hard as long as the money is still available. However the person assisting us told us not to worry, we called in time they have blocked the account and will revert back shortly. Week later the response is the money was withdrawn at 4pm. Which 4pm? and why were we not told of this immediately if this 4pm was on that very same day rather than waiting a week to be notified and raising peoples hopes by saying we called in time. Where is the proof that the money was withdrawn at 4pm on that same day, are we suppose to believe what is being said? This is horrible service especially to vulnerable clients who are less privileged to better information.