NO ASSISTANCE TO LOYAL CUSTOMERS!!!!

A friend of mine who happens to be a loyal client of Capitec and a pensioner, went to one of your of your capitec machine to make a withdrawal and the was errors and he was unable to do the transaction. He however cancelled the transaction over and over and hes card could not be retrieved. He reported the incident and discovered later that purchases was made on his account, only minutes after the incident occurred. I would like to make a plea to your bank to please assist this poor man struggling to get any assistance from your institution. It was not a mistake on his side and he did all the necessary steps, but still gets NO assistance!!!! Its as-if he was ****** and now the bank is robbing him, by making him pay for something that was not in his control.