Poor Customer service and lack of work ethics

I am very disappointed and angered at how we were treated by one of the consultants at capitec bank eyethu mall orange farm by the name of puleng, To think i had encouraged my grandmother to switch banks considering my relationship with capitec as one of their customers. On the 20th of June on Saturday my grandmother went to withdraw money to send back home in kzn only to find out she had R0.00 left in her account, to her shock as she knew she had deposited and disclosed amount at the beginning of the month and never withdrawn nor purchased with her card. I then asked her to go to the branch in Eyethu mall to inquire, we were then served by Puleng of the consultants whom never showed any sympathy to my grandmother when we explained that my grandmother had deposited an disclosed amount at the beginning of the month and she had not withdrawn nor used her card ever since its been with her all the time while the crime was being committed, Puleng never cared that an elder was be de*****ed instead was very defensive and gave us an attitude and then told us the bank wont pay back the money my grandmother had lost. I asked if she could log an investigation on the matter and she refused.