Preying ****ming on pensioners through the SS Legal cover

My mother who is a pensioner banking with Capitec Bank has gone through to Capitec branch countless times to stop a debit order that she has never authorized. Capitec has done nothing to assist in this regard. Her pension grant goes through to her Capitec account, and this SS Legal Cover is deduction about R280. As a bank, are you not liable to protecting your customers, especially the elderly community against *****sters?