Capitec bank not assisting in unauthorized debit

My domestic worker had a debit of R2500 off her account which was a ********** transaction. She contacted the bank who said that they will refer it to their ***** department who will contact her in a few days and they should refund her. They contacted her and advised that they will not be able to refund her. I am disgusted to see so many similar complaints about Capitec, it seems you do not care and are taking advantage of lower income earners and not treating them with the same level of service they deserve. I would like someone to please look into the matter and resolve it ASAP.