Encouraging Frausters - unsafe banking system

Good day, I am highly disappointed with this bank - I will never refer this bank to anyone - there was ***** on my mum's account and you guys refuse to refund her her life's savings. This is appalling. My mom's bag got ****** along with her cell phone and cards. She called in immediately after the incident to block the card. Three hours later, she called the bank to find out that all her savings has been transferred to an unknown recipient. The call centre agent said he will block the transaction and that it will not go through as it is Sunday. However the transaction still went through. My mom went to the bank the next day and after explaining the incident, the consultant tells her that once the bank card is blocked, the whole account is blocked and cannot understand why Capitec did not block the account when reporting that the bag with all its contents were ******. The consultant at Capitec assured my mom that Capitec will refund her the money taken from the account and now they say they won't. Firstly, why was the account not blocked when my mom called in to block her card after telling the consultant that her bag and all its contents were ******? Secondly, why did the transactions still go through after the call centre agent confirmed an unknown transaction and said he would block it from going through? Thirdly, this was an act of *****. There was money transferred from her account without her knowledge after she reported her bag and cards ******. Capitec has the details of the accounts the money was transferred to - why was this not investigated further to recover the ****** money?? You claim to investigate the matter and yet can't see that this was a matter of *****? You can trace the account holder and yet can't refund the money? This is utter nonsense. This matter will be taken to the banking ombudsman and a case against the bank for failure of blocking the account after the card and bag was reported ****** will be opened. Despicable service - you said on your previous facebook posts that you refund any ***** acts and what about this????? This money should be rightly refunded for failure on your behalf from blocking the account once the card and the bag was reported ******.

Feedback after further investigation: They will not refund her the money as they say the money was accessed via her remote banking - the ****** stole my mom's bag with all her belongings and cellphone. Immediately she had called capitec to inform them. They only blocked the card. They claim that my mom didn't say her bag and phone was ******.. IF SO, should the agent handling block card / ***** not be experienced enough to handle a traumatised client? Should the agent not be experienced enough and calm enough to help the client through the process of securing her account in this instance?

My mom said her bag, phone and belongings were ******. Once the card was blocked, why did the agent not block everything else? Surely that is the most common sense thing to do when a person calls in to say her bag, phone and belonging was ******? Is this how you run a business? Monetize on the losses of individuals? How do you train your staff to handle cases like these? Any empathy shown? In your report, you mentioned that my mom said she didn't need any further assistance when the agent asked if there's was anything else.. Is this how you conclude this ***** case? An elderly traumatised lady calls in for help, and because she didn't ask for further assistance, thus the ***** on her account is not your responsibility? Do you not understand the fact that her money was ****** through one of your channels 3 hours after she called in?

The phone and sim was blocked by Vodacom after they called capitec. Yet, the transactions still went through? Clearly your system is not fool proof - you even have the details of the accounts the money was transferred to and yet you do nothing. What is the point of FICA and RICA? ********** accessed my mom's account and stole her money from your system. How is that possible that you do not understand that? For all I know, once she called to block the card, it could have easily been an inside job within call centre agents to ***** her money.