terrible capitec service, app and internet banking

i am a capitec client and at 4am on the 6th of march 22 i was ****** at gunpoint and everything of mine was ******. the first thing i did was phone capitec to block my card. the lady i spoke to confirmed the card was blocked and the call cut. an hour and a half later i decided to phone back to make sure my card was blocked. the lady said that the previous agent did not block my card and she blocked it on my 2nd phone call with capitec agents. unfortunately that was terrible service and negligence from the first agent i called in an emergency. my 2nd concern about capitec is once my phone was ******, i tried going onto my online banking to transfer my funds or block my card if it wasnt blocked already and my online banking requested me to go on my app to confirm that it was me yet my phone was ****** and there were no other routes or options to take.. not very efficient on their side. in an emergency, aparently capitec will let you down. i hope no one else goes through the experience i went through.