R1400 tahen from my mon Capitec account

Iam disgusted my capitec I have always see people complain about it but this is the last draw, my mom lost her phone and later R1400 was taken from her account in a cash send manner my mom went to the bank to inquire but was told there's nothing they can do how ridiculous is that,where is she supposed to get help if not from them bare in mind my mon is old and don't understand this technology thing and having to call and all that,all they had to do was to check k the C number and see where the money went to but they did not bother by checking all they said was we cant help how useless is capitec staff