lost Bank card & Cell phone resulted to bankruptcy

On the 18 June 2021 my wife got robed in Phillipi, they took her hand bag with her personal belongings like ID, capitec bank card cellphone .We reported the incident first to the SAPS later on that day at 17:39 called Capitec Call center to blocked the card on the 21st of June she went to the branch for card replacement she was informed that 18th of June her account was cleaned out. Question is how did they increase her bank limit also getting access to her pin number of the account? Bank consultant at Makhaza brach in Khayelitsha told her there is nothing the bank can do to assist on this matter "this is something that happens "so it is a normal thing that the ********* can have access to a highly secured confidential information according to this Lady ...they can also withdraw all the amount in the account regardless of the limit ...We are so disappointed at Capitec Bank at their security system measures because if you lose your bank card you lose all the money in your account just like that..