Capitec what a shame

So my wife got a notification from her app saying money was deducted, she went and checked the app and money was deducted for something that was bought online which she didn't purchase, she gave capitec a call and they told her that these people have all her details whatsoever and they then decided to block her card

They then told her that the money will be transferred back into her account within 24/48 hours or 7 days and that she would have to pay a dispute fee if they are unsuccessful in reversing the money , despite the fact that this was not her fault and rather the fault of the weak security that capitec has in place for their clients

Ontop of all of this she also has to pay to make her a new card after capitec blocked the card

Can anyone make sense of this? I am utterly disgusted