Capitec not stopping a card after being asked, leading to more money taken from account

I am writing this review on behalf of my friend as his phone was ****** in a hijacking. On Tuesday 09 June he was hijacked and driven around with a weapon held against him, forcing him to unlock his phone so that the people could get access into his banking app. They made several purchases and even loaded themselves as beneficiaries, transferring money from his acc to their acc. That day, in total, 8k was taken from him. When he was released, he reported it to Capitec and also opened a case. Today, 11 June, he went to Capitec in Karaglen and was told Capitec never stopped his virtual card and a further 10k was taken from him, this after he phoned and told them to stop everything. Capitec also refuses to investigate the matter. With all bank accounts requiring Fica, why cant they trace these people seeing they loaded themselves as beneficiaries? Also, why didn't they stop the card on Tuesday like he asked and now he is further in debt seeing that an additional 10k was taken from him. He is in a state and has been with Capitec for many years. If this is how Capitec treats their clients, especially traumatized ones, I won't recommend this bank to anyone else. Instead of trying to assist their client, they simply say they cannot do anything. This is really bad from Capitec and I hope the right person sees this and will assist him investigate the matter and refund him the money that was taken after he stopped his cards.