Capitec bank, your money is not safe there!! Be careful!!

My mum recently registered for her medical disability grant with SASSA and she received her very first payment but someone withdrew her money which means someone has her confidential bank details including the pin and a duplicate card, we have approached capitec several times but they just gave us a reference number and never got back to us now we are considering the banks ombudsman but I am just making you people aware that it is. Not a. Safe bank