No assistance from Capitec after an account got hacked

Capitec security is ridiculous and their accounts get ****med time and again. My mother had taken a loan and the money to that loan was saved on a linked Capitec account. On the 18th of August 2022 she got smses that money is being transferred from that linked account to her main account. The person who did this then bought airtime and made payment pins "so says Capitec". It is clear this was planned because my mother's sim card stopped working on the 17th of August 2022 and she contacted Vodacom to find out why it stopped working and they said that her Sim card has been deactivated from January 2022 (which is crazy because she was able to use that sim card until 17th of August 2022). Vodacom helped her with sim swap using her ID and that is when she started receiving smses to say money has left her account. Now Capitec wants her to pay the loan amount which she did not even spend nor instruct anyone to transfer money between her accounts. As a bank they failed to investigate her trends on her account and compare it with recent incident. This is ******* and she will not pay money she did not spend! How can they not see unordinary transactions taking place on her account. I bank with Standard bank and they call me or send a message to confirm if it is me when there is unordinary purchases on my account. How can a whole bank with so many clients fail to protect their clients against such ****!