Poor service at customer care

Am writing this review on behalf of my mom who is a pensioner, yesterday she wanted to withdraw money around 18h30 at a cash express machine and after the atm said the transaction was approved the ATM shut down due to power failure but she got an sms that the money is withdrawn, I called the call centre and they said we must wait for an hour for reversal..still today the money is not there

I tried to do a conference call for my mom since she didn't have airtime and she is worried about her money..okay the bank doesn't do conf calls...fine..then I tried to transfer her still they can't assist her

I bought my mom airtime, she called the bank but the person that was assisting her didn't want my mom to put the phone on the speaker mind you my mom has a hearing problem and she uses speaker all the time ...my mom said she was struggling to hear the agent since she was told not to put her own phone on speaker ! we are not even sure if someone is attending to her query because she is unable to give feedback on what the agent said because she could hardly hear her

So the bank now decides how we should use our cellphones!

Another lady was saying that we should go to the branch..I mean which money are we going to use to go to the bank!

Is this how pensioners are treated at capitec bank.

My mom doesn't even have a reference number for her call and we not sure how long is it going to take to get her money reversed if it's going to be reversed!