Capitec's ***** department bad client service

My daughter's Capitec debit card was ****** out of our house when we were burglarised. The card was used in CrossRoads, Black Cat Tavern, total amount of R900. We contacted Capitec's ***** department, gave the SAPS case number and my daughter send an SAPS certified affidavit . This was almost a month ago. When she phones in, they say the case is active and they will get back to her. When I had the same sort of incident with Standard back, it was resolved in just over a week. There is a SAPS case number, clearly the transactions were not in line with the transactions on my daughter's card, it was clearly not her making the purchases. Why does Capitec take so long? I am very disappointed. She asks them how long should she wait before calling in again: "Do not call us, we will call you!" The cannot give her a time line... This really is very bad client service.