Pension money be withheld by Capitec

Good morning, im writing this letter with a heavy heart, I'm writing it on behalf of my Mother, Mrs Judith MAKHUBALO : ID no : ***. She changed her account last year from Absa to Capitec account, as she wanted to make loan with capitec. Her details were never updated on the system, and being a pensioner she never took note that the capitec was not deducting the monthly premium. Until last month when she went the branch to attend to another transaction of an app.

She was then told that she has outstanding balances, we tried to get some clarification but we couldn't get the right answers.

This morning she is trying to make payments to another account to the value of R13000 but accidentally paid the money to the credit account. Linked to her profile. We made calls to capitec and Nelisiwe Nkosi from their collection department just coldy told us there is no money that can be refunded to my mother's account. We explained that mama was not notified that there was such as she trusted that the money was being automatically being deducted by the bank.

Right now she is left with nothing, to carry her to the next month. No food and no basic needs. And other responsibilities she has. I'm so disappointed with Capitec unprofessionalism. We would welcome advices on what we can do regarding this problem. Thank you.