Capitec bank doesn't care about their customers. Failing as a bank.

So I wrote a complaint on Hello Peter two months ago. About an unauthorised debit order. Someone from the Capitec department called me and I explained all the problems we've encountered at the Capitec bank. Including the fact that my mother had to forfeit her interests due to one of their stuff members incompetence. My mother never got the refund... that lady said she will fix it.. and that she needs to get a mandate to reverse the debit order. And I waited for her to bring me the feedback saying they have reversed it. But only to get debited again by the very same company... Capitec never called back. To show that they do not care about their customers. Now I commented again on my hello Peter post. That was the only way to get them to contact me and do a follow up.. and when the lady called she told my mom that someone from the same branch would contact her and a gentleman by the name of mahlatsi contacted my mom.. and then told her to come into the branch to fix her problem. When she got there she was told that there was nothing they can do. And that it is my mothers fault that her account gets debited and that if she wants to change that account they will penalise her account meaning.. she will have to suffer again for something that was never her own fault.. I am not happy with how capitec is treating my mother and they are making her run around like a headless chicken.. this is not how banking is supposed to be. My mother has got her own things to stress her and Capitec bank is being a pain. Why tell her to come into the bank of you know you will not even be able to help her? Or even be there right after you have told her you will be helping. Your stuff is useless and ***********. And I see it is not friendly for old people. Once they see that a person is old they just walk all over you.. is this what Capitec bank is about??????