De-humanising experience at the banking hall

My wife opened an account with capitec bank using a temporary residence visa. Now she app**** for renewal of the visa which delayed to come. Now the visa came on an old passport which had since expired cause of time taken to process the visa. Now the visa has been renewed and appended on the expired passport. She had acquired a new passport. She carried both passports to Capitec Moruleng branch since bank was sending messages that she should update her account. On my arrival at the bank the personnel could not help her. They failed to link the valid temporary residence visa which was on the expired passport to the valid passport. Out of the blue they told her that they were closing her account since the work permit is on her old expired passport and not in the new valid passport. Like a joke they closed the account there and then without any written notification from the bank. She was forced to make cash withdrawals of all my money close to R20 000 the same day. Leaving the bank carrying so much money was devastating and one felt like they had committed a crime. I really feel Capitec bank needs to do things better than to treat clients like ********s. Summary closure of a banking account wasn't really called for especially when it wasn't the clients' fault to fail to link a valid passport to a valid permit. My wife felt unfairly treated, degraded and not viewed as a human being. It was as if she had committed a ***** yet the bank opened the account for her.

A comment from Capitec Bank would be appreciated. I would also appreciate a correction to this uncalled for action by personnel at the bank who l believe need training on customer care. This incident happened on the 28 December 2024.