Poor security at Capitec Bank

My mother is 85 years of age. She lives in an old age home.

On 10 May 2022 we found out that her Capitec savings account was drained. We went to Capitec where we discovered that more than R32 000 was taken from her account. The bank requested a Police case number to continue with a ***** case. After we had supp**** them the case number, they decided that it was not a ***** case, but a theft case. The bank alleged that my mother must have given her pin to somebody, but she has not even logged on to her cellphone bank application by herself. The Police subsequently found out that the account where the money was paid into, belonged to someone that is not an employee of the Old Age home, which makes it a ***** case. The bank just wants to shrug it off as civil case and they are trying to dodge any responsibility. Firstly, we are shocked at the poor security systems of Capitec and secondly we are just as shocked to see that they are only interested in distancing themselves from all blame. Surely they must have insurance for these types of cases.

After numerous inquiries by email and in person at the branch, we have not had any reply from Capitec, even up to now, 5 weeks after it started.

We know of a similar case where the Ombudsman ordered the bank to refund all the money to the old lady.

We want Capitec to also refund my mother all her money.