Pensioner ****med out of savings money

I'm writing a review on behalf of my grandmother. She received a phone call from a supposed worker at Capitec Bank in Stellenbosch on 17 July asking her if she made a transaction of R14 400, which she denied. Minutes after the phone call, she received an SMS notification to say that the R14 400 had been withdrawn from her account.

An hour later, she went to Capitec Bank in Greenacres Mall, Gqeberha to report what had just happened. They advised her to get an affidavit from the police station. On that same afternoon, the affidavit was done by the Humewood Police Station. The following morning, the affidavit was taken into Capitec and she was told that she would need to wait for the case to be investigated.

After multiple emails and phonecalls, *** came back to tell us that the funds have been withdrawn from the account- which we have been well aware of from the very beginning. They then said that the case was closed. NO explanation was given to us, and to date- no one has bothered to phone or email even though we have been trying to contact them.

My grandmother is a pensioner and that money is all she had to her name. I am disgusted by how Capitec has handled this situation. They don't care to protect people's money and they are of no help whatsoever. Do I need to take this to the banking ombudsman to get justice for what happened???