No refund for ****

I would just like to ask Capitec how they decide which customers to refund that have been ****med their money & which ones not to refund. My husband recently had the same experience my aunt had of receiving a call from someone saying they calling from MTN doing a sim swap & transferring money into their account via cellphone banking. Now they refunded my aunt but are refusing to pay my husband when they were both ****med the same way.Capitec even saw the account number the money was transferred to but still refuse to refund