Mishandled ***** investigation

Kindly assist with below:

My cousin had ********** transactions in his Capitec account, he has two account savings and transactional account. both the account were de*****ed on the 23/02/2021, he went inside the bank to enquire about his balance in his account. the statement both had -minus balance from the 07/02/2021 balance was R20055.85 the transactional account had a balance of 22/02/2021 R3025.58. all his money was transferred to different Capitec accounts that He did not authorize, both the accounts were de*****ed the same day on the 23/02/2021. His only issue is that he trusted his bank to keep his money safe and they have failed to do so from their security systems. He logged the complaint with the bank and opened a case with the police. He was informed that the matter will be investigated by his bank within 8 days from the day of the complaint. the bank called to give him the feedback regarding the case, He was then told that the bank won’t refund him even though they know who is the culprit. His only challenge is that he has to go home during Easter holidays to fix his mom's roof as he was saving for that purpose. He needs to know why did Capitec bank failed protect his information to the ********** and how did they manage to have have his banking information without assistance from the staff member.

kindly assist as he will need to take this matter to the Ombudsman as he was not informed of the procedures with the Ombudsman. He desperately needs his money as soon as possible as he is also financially constrained due to Corvid 19 pandemic. He could not pay his rent this month and the school fees. He has no money to buy grocery and he now is facing eviction from the landlord.

Here are his details below:

Name and Surname: Anele Eric Samyala

Acc de*****ed : *** & ***

cell: ***