Capitec has horrible service

My mother has never recieved good service at the Capitec in Namakgale. Earlier this year she went to fix her saving for 12 months and the consultant that was helping her fixed the money for a period of 2 years instead... when my mom asked her for a print out.. she was told that there is no print out for the transaction... when we went together with my mom and we asked to speak to the manager.. all the manager said was that there was nothing they could do but for her to forfeit the interest and start over with the investment.... even though it was their stuff members fault.. now there Is a debit order that went out her account... she is told that they cannot reverse it because she doesn't have an internet banking app.. and they can't stop it from going off again or stopping that account and opening a new one for her.. why is it that she didn't need to have an app to open the bank account in the first place. The branch is namakgale is the one that is closest to her. And I'm not always in phalaborwa do such queries... I really need help with this because instead of her gaining in there account. It seems they are playing around her head..