Good day. My name is Rachel, I'm writing this on behalf of my mother who is 75 years of age, she is currently banking with capitec Bank. So here is the storry, there was a duplicate transaction on my mother's account of the amount of R11800 by a furniture

Good day. My name is Rachel, I'm writing this on behalf of my mother who is 75 years of age, she is currently banking with capitec Bank. So here is the storry, there was a duplicate transaction on my mother's account of the amount of R11800 by a furniture store which my mother bought furniture from a month ago from the date of the duplicate, so fortunately my mother's balance in her savings account was R22 so the duplicate transaction did not happen which brought my mother's account to a negative, Right, then the BANK performed something they call A SET OFF on my mother's account to bring it to a positive which ended up taking the same money they performed as a SET OFF from my mother's savings plan account which is on the same card, but different account number with the same CAPITEC BANK, IN the savings plan there was a balance of R17 104.96, BUT after the SET OFF was app****, the balance went to R5326. 26 so we queried this with CAPITEC BANK and they refuse to put the money back in the savings plan account, their explanation to that is that they have performed a CHARGE BACK from the company that tried to do a duplicate transaction and the money will be back in my mother's account in 45 days, but then I went back to the bank to find out about the charge back and whether that furniture company accepted it and they said that company hasn't rep**** back and I explained to them that it's because that company has assured us and even showed us their statements that they didn't take any money from my mother's account so according to me it's clear that CAPITEC BANK performed a SET OFF on the savings account which ended up taking money from the savings plan account but they do not want to take accountability, Please help me solve this matter if possible.... THANK YOU, Rachel.