Is Capitec bank *****ster too?

Capitec bank Mahikeng is *********** and they do not help the elderly accordingly, my mother had an unauthorized debit order in her account for two months and today she went to Capitec to reverse the transaction as she did not authorize it but a consultant told her that it is not possible to do so. My question is why is Capitec not protecting their customers from such and why can't the transaction be reversed like any other bank. In this economy every cent matters can someone assist