Capitec slow response hoping to make a buck

My mother's bank card did not come out of an ATM on the 15th May 2015 and within no time her money was withdrawn from her account. She immediately called and reported this with Capitec, she wen to the bank the next day. She was told that she must wait 14 days for investigation. A week later she has not heard anything from Capitec, she's been calling to find out what is happening only to be told by a Capitec consultant that if she's desprate she can take out a loan with the. Is this why they drag the investigation so people can be desperate enough to take out a loan? what happens if the investigation doesn't go her way... she loses money and has a loan to pay off? I find this unacceptable and would like someone from Capitec to explain this as it cannot be right to do this, even worse to old people who are trying to make honest living.