Our Money is not safe at capitec

I referred my mother to bank with capitec as I thought banking with them would be easy especially for someone that is not earning much and is elderly. A couple of months she released that there was money being deducted from her account. I directed her to the florida branch but to do the reversal but the staff there gave her such a hard time to reverse the money as I kept on sending her back there..... eventually it was done. 2nd month these people we dont know debit again, off she went to the bank and this time they tell her she cant reverse as she took a loan from those people. The bank cant cancel these people or even do the reverse the this poor lady that is helpless and is clueless.