Capitec bank refused to refund my brother's money after he loat his bank card and their teller refused to stop and block it on time it was reported ******.

My name is Ouma Semela and my brother is Tumo Jacob Semela he banks with Capitec bank. On the 31st October 2017 my brother's bank card got ******. The following day on the 1st the went to Capitec bank to report the card ****** and ask the teller to block that card. The bank teller refused to help my brother block the card she send him home saying he was drunk he must go and sleep. My brother insisted on being helped but the teller refused. He left the bank without being helped unfortunately he couldn't came back on to the bank on that same day. People who stole his bank card were busy making withdrawals and purchases. On the 2nd we(I and my brother) after realising through my brother's phone notification that his card is till being used we ahin went to the bank,to report the matter. When we got to the bank he wanted the same teller who refused to help him the previous day to tell her that his money is being used without his knowledge. When we we busy with the teller in the bank again same purchases were made. My brother lost about R25000. We showed the bank teller and she then blocked the ****** card and the new card was made for my brother. The bank send my brother a masaege saying they will investigate the matter and they will give him feedback after 8days. On the 20th November 2017 after not hearing anything from Capitec bank my brother went to the bank to get feedback. The bank head office told my brother that they will not refund him as it was his negligence his card was ******. Even though the bank was aware that those withdrawals and purchases were made without my brother's cars in his possession. I feel very hurt on how Capitec handle my brother's case especially because he is not working and he needs that money. Please help us. I thank u in advance