Shocking Response from Capitec Bank

My mother's card was swallowed by the ATM a couple of weeks ago and she reported this to their emergency call center immediately, without leaving the ATM or allowing anyone to access it.shortly after this while still at the ATM, her card still in the same ATM, she got an SMS saying a R4000 withdrawal was made from her account at a different ATM, which was confusing as her card was in the ATM she was standing next to. She reported this as well and was advised to go report the matter to the police. She did this and was told to follow up 11 working days later. Today she was told by the branch concerned (Randfontein) that there is nothing they can do as they assume someone saw he pin hence the ****** funds. This gross excuse that does not even make sense is given to avoid responsibility for securing their customers money! She was also advised to go to the Ombudsman if she is not happy so clearly this is not an isolated incident as they already even have a script. I am so shocked at the disregard for service and customer experience shown by this bank. Not that i ever had faith in Capitec but this is shocking! so now my mother's only choice is to involve lawyers and the Ombudsman!