Stuff working with *********

I have no words to discribe the way I am disappointed with Capitec bank. My mom, her card was ****** in Durban by a male whom used the card to withdraw and make purchases. When she arrived to block her card she was sent straight to a gentleman whom was meant to assist ger but that gentleman wanted her ID number when she could not remember the ID number she was not given any further assistance was told dy need the IF number until a guy from PnP whom knew what had happened came in and demanded that this gentleman from Capitec call helpdesk. When my mom was tgere she states one of the ladies in Capitec asked for a contact number for someone wo can know the ID number and she supposedly called and was told ghe ID number is not known. As I was unhappy about the snale service she had received I visited the bank with my mom and I spoke to the manager who was available when this happened and I was even more disappointed when the manager denayed that the lady had told my mom that she could not obtain the ID number when she called me to ask for her stating the lady never said such thing, and the process was followed correctly. In the conversation it was attablished that this manager lady only came in half in the incident and the gentleman whom was assitibg said in my presence and of the manager that he did not know that he could use my moms cell number to access the profile. He states my mon was theee for 4min yet my mom states it was more then that. Manger states there are no cameras inside the bank to captythe time and to monitor anything. It’s only at the door step to atm level and there are no recording machanisims insde to record conversation between clinet and Capitec consultant meaning now no one can prove if the lady did say she wanted the number to call for an ID number As I believe with camera footage it would give an idea as to when the number was requested and why. For someone to be at the branch for 4min before the alternative is requested is very scary. When my mom asked the Manger can she withdraw all her money she gladly said yes you can do that they will jue be a fee that will be charged for the amount on the 12 months. I was so amazed at such lack of mangement s****s I had to step in and try save Capitec there clinet by saying you don’t have to do that, you havent done anything wrong the matter must be investigated and personal whom are in the wrong must be accountable. To that Manger losing a clinet didn’t mean anything her attitude was just not in the right place. It is very sad when people are employed to do a job, compensated accordingly but just don’t care. I strongly believe thise people at Capitec are working with *********, I do believe that the gentleman was sent for training and he knows the process to be followed as he never requested or told his manager after the incident that he was not aware of the cell number can be used. As per the Manger when she was called to come assist she was not called in to block the card she was to assist with a client whom the gentleman could not handle.