***** within Capitec, and then TERRIBLE service

My 70 year old mother lost all her money recently due to *****. She is a pensioner and receive a grant every month. A person from the Capitec ***** department called her about possible ***** on her account. Obviously to younger people, that immediately sounds suspicious but not to a 70 year old. This person had inside information from the bank. He knew my mothers full names, her ID number, her EXACT bank balance to the cent, her account number, when last she used her card and where she last used it. ONLY SOMEONE INSIDE THE BANK WILL HAVE ALL THAT INFORMATION. This ********* ****med her out of all the money!!!! She immediately called the bank to report it. They advised her to visit her branch the next day, which she did. The manager wasn't very helpful but told her to make a case at the police and came back. And also told her that she was the 4th person who reported the same **** and who lost their money the same way. So she went to the police, got the case number and took it back. She was told they will contact her. After 10 days, she went back ..... only to hear that they can't help and she lost her last R5 000 ..... Don't banks have insurance against this??? Someone with inside information from the bank stole her money and they can't assist??? That stinks and I'm very, very disappointed in Capitec ....