Capitec So Unfair to a Pensioner

I am so disappointed in the way Capitec Bank has handled my dads case who is a pensioner, so is this the way Capitec treats the elderly?

On the 22 February 2021, at around 17:23pm he was drawing money at the Capitec ATM where a man came from behind and snatched his card while he was about to insert it into the ATM and ran away and quickly vanished at the Madadeni Box super market center. He then called the Capitec call center immediately at 17:26pm to block his card on number *** and the female call center agent who assisted him advised that the card has been blocked call ended at 17:30pm, she advised that he must go to the branch to get a new card. However at 17:44pm he received an sms notification that R3200.00 had been drawn from his account on two transactions one being R3000.00 followed by R200.00 we have proof of all stated in this review. When he got to the Capitec Bank Branch in Newcastle town, he was advised that the card was not blocked this is now the next day 23 February 2021, the branch then only blocked the card on the morning of 23 February 2021. The received withdrawal messages show that the money was drawn in Newcastle from an FNB ATM and the incident happened in Madadeni, Capitec's defence on refusing to refund my dad on this incident is they say the money was drawn at 17:23pm and the call center agent did not mention anything of the funds being withdrawn already by the time she was assisting him closing this card. How so are funds drawn at the time because its impossible for someone to get to Newcastle town from Madadeni in less than5min, but it is possible for that person to get there at the sms withdrawal notification time which is 17:44pm, way after this card was supposed to have been blocked, but surprisingly was not blocked the next day. When he queried this they disputed that the machine would be in Newcstle, however we went to check a withdrawal reference from the FNB atm at Boxer center and it is definately not this one, its ref is different, we have evidence. He also opened up a ******** case case number can be provided to Capitec if needed.

My disappointment is that other banks would never treat a case like this so lightly like Capitec has done. No investigation what so ever and no hope of refund on negligence that occurred from their side of not blocking this card, if the funds were drawn the agent would have advised my dad that she will block card but the funds are not there like any other bank does. Capitec is dishonest and refusing to pay due to their negligence and I don't think they would do this to a client who was not a pensioner!