Incomplete services provided and incorrectly advising a client

My mum went to Letlhabile branch to do a reversal of an unauthorized debit order (R59) and fees charged by Capitec. No fees should be charged by Capitec to a customer for an "Unauthorized Debit Order" disputed within 40 days as per PASA. She was incorrectly assisted by a consultant (Molebogeng) who said the debit order cannot be reversed unless she has an app on her phone. The Consultant did not take into account that a Token has been issued for online banking. The Consultant cancels the Token without informing the client (mum) and as well does not activate the Mobile Banking App. This bad service has now caused us inconvenience for not having access to online banking and incurring additional cost to get a new Token. Proper training should be given to consultants on how different methods for reversing debit orders are available and checking services active on clients profiles and communicating to clients the pros and cons of activating either the App or Token.