***** case ignored

My helper had ***** take place with her account, she was at an ATM and it just blacked out, she did not even put her pin in. The next day money was taken from her account. She reported it. Ref no.***. She even went to the branch with the account holder. Capitec has rejected the claim saying they will not entertain the issue as she entered her pin. Very disappointed in the treatment she has received. Please can someone call her to get the full detail and understand what happened before rejecting the issue. Thank you