Is service dependent on race?

My domestic worker was a victim of ***** (as confirmed by Capitec). All of her savings were cleared from her account on the 15 October 2015. Someone pretending to be from Vodacom phoned her and confirmed all her personal details with her (THEY had this information already), at no point did she ever share any pin/ password information. Her phone then went off and when she went to enquire at the Vodacom shop the next day, discovered she had been a victim of ***** and her savings were drained from her Capitec account. Upon reporting this to Capitec straight away, she was told an investigation would take place. She received a call today from Sugeibah who told her they would not be refunding her money, sorry for the loss!!!! No alternative was given to her. Upon speaking to Bridget, the manager, she strongly imp**** my domestic was lieing and they would not refund money. Only upon me asking for further steps did they then reveal I could escalate the matter. Do you just expect after secure banking features have failed for people to just roll over and say thank you?! One has to wonder how the race interplay comes in to the level of service one receives. Total lack of service and empathy.