Capitec Bank - too big to care anymore!!

Capitec Bank allowed my wife's account to be hacked by a foreign company (https://urgdnte.com) via 4 transactions for roughly R1300. Not a lot but when we complained we were told that " Marc the Capitec Agent said "The following SMS was sent to your wife on 04/03/2024 - Capitec: Mrs Janine ***X, we hereby confirm a refund has been processed to your account by URGDNTE.COM. Kindly allow 10 business days for the funds to reflect on your account. For more information, contact us via WhatsApp on ***. REF: 116***XX." Well, 17 working days went by and NOTHING!! So we contacted them again and again via their Whatsapp (which is useless by the way) and 4 phone calls which probably used more airtime Rands than the money that was taken. ESCALATE - Now this is a word that you will hear a lot from Capitec. The staff you talk to can do nothing to assist you but they can Escalate it for you to the person who deals with that. Mind-blowingly useless!!! So eventually they pay back 2 of the 4 unauthorized withdrawals when you ask them why, they tell you it will be escalated!! Eventually, they come back and say that we authorized this company to take off the money and that they will not pay the other 2 withdrawals back. Now here is the catch!!! My wife has Multiple Sclerosis and cannot move at all but somehow, she got up and clicked a button that allowed these guys to hack the account. I want to know how Capitec knows something that they should please share with me about how my invalid wife could access a computer to give these ****** access to her account. Capitec talk a good game on TV but pulverize their "opposition" which is the customer. But don't listen to me, find out the hard way yourself!!!