Capitec bank causes us distress during covid 19

My wife complained about 2weeks ago about how her card was cloned at the Capitec atm,Capitec response to this is them saying they can’t refund her because she must prove she was responsible in the manner in which she used their atm,problem is all she did was put in her atm card in the machine and another persons card came out,while she was in the branch waiting to be attended to money was being with drawn from her account,Capitec says she must prove she wasn’t negligent at the atm,problem the Capitec branch here in Ixopo has no cameras so how can she prove that she wasn’t negligent,I have taken photos of this atm as proof of Capitec not having cameras at this atm,to me this seems Capitec themselves have not put cameras at this atm so as not to help customers in distress and for them just to step back and not help customers because if anything happens at their atm they tell u to prove u were not negligent at the atm knowing fully well there is no camera at this atm.So to me it’s clear Capitec just does not care about their customers who keep their hard earned money at their bank.