Poor service, no sense of urgency

My younger brother tried to withdraw money at a Capitec branch atm in Ficksburg, and for some reason it happened that he forgot his pin sequence and the pin blocked. When he goes inside to try and get the pin rested, they tell him to wait 24 hours, so he must come back the next day. What kind of a **** bank service is this? I am very disappointed in Capitec, I have sent my brother that money because it was needed urgently at his school.