Capitec help us please!!!!

On the 25th of this month one day before the lockdown my wife’s Capitec card was cloned at a Capitec atm and 5k was withdrawn from her account,money which was to be used to buy groceries for the lockdown period was now all gone,she has since been in contact with Capitec who has now decided not to pay her out which has left our home now in dire straits as I am self employed and for the 3 week lockdown period I will not be bringing in an income,all the money that was taken from her account was done in 60 seconds and with drawn from another atm,please if someone from Capitec is reading this please assist us as we desperately need the money back especially during this trying time in our country.