Capitec "how can we help You" by doing nothing...

Hello Peter, Capitec My niece was ****med at a Capitec ATM yesterday morning. His card was retained at the ATM when he wanted to make a withdrawal and later as in hours he discovered that a withdrawal of R5000 has been from his account and soon he reported it to the Bank.. My problem is that when he went to report the matter to the bank one of the consultants said "there's nothing they can do for him, he must go to the police and left it at that" and was even rude to him. So I wanna know Capitec doesn't do investigations of any complaints relating to ATMs ****s as soon as it is reported and ensure that a clear detailed version of what happened at the ATM and obtain background information from appropriate sources. I mean "Something" regardless of who was at fault not even a Incident Report Number at that just that there's nothing they can do. They didn't even went to check if their machines have been not tempered with... I feel responsible for this mess because he wanted to open his bank account at St### bank and I discouraged him. He would have just used a stop card not everyone is tech... savvy. Just putting it out there, maybe just maybe someone will care and give him a call.