Not getting assistant to change the torn R200 note

My girlfriend asked me to go and withdrew cash for her from capitec bank which i did, after I left the atm and threw away the slip then when i was at spur trying to buy i realised that one of the R200 notes was torn then I went back to capitec and the branch was still open then i went inside and they gave me a ticket and a sat on the queue for about an hour before i got help only to find that they cant help me and asked for the cardholder to come so that they can get to her profile to see what happened and they said she can come the following which she did but was told that they needed to phone someone on the other end and those people had already closed and they told her that she would have come to the bank the same day because the bank closes at 5pm they told her to come again on Monday