CAPITEC POOR SERVICE AND DISLOYAL

Capitec Bank its disloyal to their customers. On the 06th of November 2020 around 08:55 my mom phoned me that the atm swallowed her card. I asked her to wait by the atm until I finished calling Capitec Customer care to block her card. While I was busy on the call they withdraw R2000 and swiped R940 at a liquor store named springbok near Germiston. I then I asked her to go to the branch at Germiston Golden Walk and get a card replacement, upon her arrival when she got there they delayed her and said the system is offline while the girl whom I don't want to mention was busy on a phone contacting 3 different people going in and out of the branch. After she was done with whatever she was doing. She assisted my mom which was around past 11:00am and she got there at 9:10am. My mom was not well on the day, she asked for her contact, Id no or account no. She was so stressed after what happened to her and then the lady mistreated her that she is wasting her time because she couldn't remember anything and the lady said her app is not working so they can't block the card. It's so funny because I am the one who do transfers for her but on the day in the morning they said it's not working but I checked it and it was working. She insisted that my mom is the one who accessed her fixed account and transfferd money in her savings account which my mom can't do and that she bought alcohol also.They gave her the card and asked her to leave and that they won't refund her. The funniest part is that they accessed my mom's fixed account, they were busy transferring from R500 and they got greedy and transferred the whole money from her fixed account to her savings account luckily by then the card was blocked because I phoned for her. So they wanted to clean her out. How can a person access a fixed account because I also had one were I accidentally transferred money into it and I couldn't access it. I had to phone the bank to unlock it for me so I can transfer the money I accidentally transferred. After she was done at the bank she phoned me and told me what happened I then asked her to meet me in the afternoon when I knock off so that I can accompany her to the bank. When I got there I asked to speak to the manager which he delayed, I then asked him how did they access my mom's fixed account which was going to mature next year. His reply was that when the money is less than 10000 it's possible, I just kept myself stupid because I once had a fixed account with them which I couldn't myself access. He then took us to a lady who assisted us and we kept on arguing with the manager because he said the card was blocked at the branch while I was the one who phoned until he saw it on the system. The lady phoned the customer care and they gave us a ref number and that they going to investigate for 14days. My question is why didn't they phone the customer care in the morning when she was alone and only did it in my presence. I asked to see the lady who mistreated her and I asked her is that a way of talking to customers who need assistance. She then denied everything that happened in the morning, the manager was present and he said nothing about it. She apologized to her and my mom just said to her it's okay. We went to the camera room to check what really happened and when you get to the room they tell you that someone was assisting you, isn't ***** while she told them no one assisted her. They guy just stood by the atm next to my mom and left. The next thing they claim he took her card and when you ask them about opening the case with the police, they said it's a waste of time. They even said its better because they took R2940 from her because last week someone was ****med R8000. I mean what's better on someone who's unemployed, money is money it doesn't matter how much it is. I was so disappointed on the security's respond. This week when my mom went to the mall he saw the same guy again on the same ATM and I guess another victim was ****med but the securities are doing nothing about it. Not forgetting about R99 they've been *****ing from my mom's account and they only refunded her twice. I am very unhappy with Capitec on how they treating their customers and if I didn't go through my mom's transaction on the app she wouldn't have known that they've been *****ing R99. I thought it has stopped but it's still happening in 2020. I am also banking with them I've decided to leave so is my mom. 14 days is over and the respond was they used her card and pin and that why didn't she block her card on the app. What about the fixed account that was accessed I guess my mom has lost out.