Poor Service for a ********** case reported

Saturday on the 04 December 2021 in the morning around 10:am, my mom called Capitec customer service after she was ****med of her money while trying to buy a car where she transferred the money into a Capitec account and she was assisted on the line and was informed that some of the money was withdrawn and also transferred to an FNB account but they will freeze both accounts and they assured us that as long as both accounts are blocked now the money will not be accessed/withdrawn.

Monday 06 Dec 2021 we went to Capitec Bank Apel/Bopedi Shopping Centre to get a statement to use at the police Station where we opened a ***** case and went back to Capitec bank with the case number for them to lodge a case/incident for us

and we were given a reference number for the claim and gave us 5 days to come and check for feedback.

after 5 days we went back and they told us they haven't got any feedback they are still awaiting feedback from FNB which hasn't responded to them. We went there several times and still got the same respond until we requested to see the manager who attended us and to our surprise he claimed that he doesn't see anything on their system regarding our claim, to him it was as if we have not come to their bank to lodge in the claim and lucky enough the consultant that helped us with the claim was on duty and she fully acknowledged that she did everything and submitted and we have a ref number. The manager later saw case on the system and claims that the money was withdrawn on the 08 December which he had no report or proof to show us the they got feedback and the response. we further went to another branch in Montana where they tried to get feedback regarding the case and which they are still pending feedback from FNB. The Apel branch further called us after they saw that we went to Montana branch for assistance and he told us his still waiting for feedback and further advised us to rather leave the claim as the money will not be paid back to us and he did that again without proof or a report received by him.

Today marks 2 months full and we are still waiting to get the feedback from Capitec as to what happened to our money which was freezed in both accounts. How come this case is taking so long why is Capitec so relaxed when the case has been opened and there is no feedback from the other parties? is this how you treat clients that have been with you so many years?