Mobile Banking (cash send)

Good evening I sent someone a cash send details as follow (Capitec: Send Cash Amount: R450.00 Reference number: C*** Expiry date: 7 Aug 2024).As I was buying a box of eggs from someone,few minutes later when I tried to call her and text her via whatsapp I was blocked.

I contacted capitec via self-service channel to find out what can I do. I spoke to Gift/Sisanda. They told me that money was withdrawn at *Sisanda* The voucher was redeemed in DNR JHB Balfour133 3rd.The capitec consultant advised me to contact ***** department on this number ***,after long waiting time on the phone.

I spoke to the ***** consultant by the name Jayden if I'm not mistaken told him what transpired. The response from the ***** consultant is that there's nothing capitec can do as cash send voucher when created is not specifically designed for a particular individual,anyone can who gets hold of the details can redeem it.My question was what so capitec designs a service of which we pay for it but it doesn't guarantee any safety at all,how can we customers be certain that our personal information, our hard earned money is safe with capitec if they can design cash send option,charge us for the service yet later.The bank cannot protect us from the very same servce offered by them?Capitec ***** department is so useless with other banks FNB their cash send option is much safer than this lame capitec bank