Flawed Banking Security System

There is a serious security issue with this bank and I can never trust you with my money. How do people take out money off my grandmother's account without her card and Pin, even worse by just using her cellphone number? What type of security systems are you guys even using thereby Capitec and why can't she get her money back because clearly there is no form of protection. Banking is purely about trust, and at this point i cant trust you. I am hoping the Ombuds will assist because your team refuses to assist.