Incompetence at capitec

My mother had done a transfer to another bank and the teller at capitec transfered it to the wrong account.bear in mind it wasn't a small amount.so far it has taken over a month for the bank to do the reversal and my mom is still fighting with them to get her money back.as for the staff at the bank they have been very rude and unhelpful to say the least.aren't banks supposed to be protecting our money?