Capitec -Never bother to create a dispute

We have been clients of Capitec for many years now, and this incident that happend and as result of their response, moving to a new bank is priority. On the 17 March 2018 my wife was at Builders Centurion, when due to a headache tried to draw R50 from the ABSA ATM outside in the parking lot to buy water. Whem she inserted her card it took longer to read than usual, she tried to cancel the transaction but that also failed and took very long. At this point she also didnt realise that she was being surrounded. Eventually the ATM spat the card out and it fell to the ground and when she bent down to get it, she was pushed roughly and the card taken, which they promptly ran away with. This happened roughly 12:50 PM. She out of panic phoned me immediately about the same time to cancel the card. I am the principle account holder. I was at that time in Senekal in the Free State. The fastest thing to do was to log on and transfer all the funds to a joining account which I immediately attempted, but the damage was done they already withdrew funds out of the account in a spate of a minute. I therefore transfered what was over into another account. I called her back at at 12:54 PM to tell her it's too late and was she at least ok. I quickly drove down to a Capitec branch which is a minute from were I was and reached there at 13:01 PM as the had just closed, They however let me in and got the call through and i spoke to a consultant to cancel the card etc etc. This was done at about 13:05 PM. A dispute was lodged. and thus SMS recieved on 19 March ar 12:08 PM with reference ********** 6. With a promised report back in 8 days. Then nothing. A lady then phoned me on the 28 March and asked for the call logs to be mailed as they wanted to see how fast my wife tried to prevent this from happening. I duly mailed the logs , and then again nothing. Her name or surname not sure was I think Mandisankonzo I went to the capitec branch in lyttelton around the 18 April to see what was happening to this and the lady with all the info that I had tried to call the dispute dept to check on progress. She hung on for 30min plus and said that the only number they had is what the clients also had to call also ( very fast response . hey!) I eventually left and asked her to please call me, And as usual nothing. I went back Friday and the same, they would definitely call me that day. Yeah right and then nothing. I went back today being the 02 May and insisted they now find out what is going on, and at last one one helped me at the lyttelton brance, The person I mailed the logs to was seemingly non existant and i had to remail the logs again to the dispute department. They where mighty quick this time as because I had taken 10-12 Min to cancel and call the bank I had no leg to stand on. What the hell!! My wife did what she could and in a matter of a minute the deed was done, Out of panic she called me the priciple holder ,I logged on in a minute and it was too late, and now these *****s are telling me that it could have been prevented if I called sooner to cancel the card, Please note earlier in my statement on the same number the Capitec lady had on had to hang on for goodness knows how long. Now they are telling me this. Great this is how you treat your clients , ASK WHY Capitec yeah ASK WHY i cant tell you to go to hell , and rather go to another bank