Poor service from capitec

They cloned my dads card while withdrewing money from an ATM and drew R4000 even though his limit is R2500...and also did a card purchase...he went to capitec to ask them who increased the limit on his card as he is not tech savy to use the app and did not go into the branch to update limit...they called him back to advised that they can not say who increased the limit as they do not know who increased the limit...this is poor service...how can you not see who increased the limit