Terrible service

I had received the most terrible service at capitec . My mother who is born 1950, who cant read nor write was ****med her pension money from capitec using the digital channels. She saw that her money didn't notify her on 31st as it normally does she then got a statement only to notice that there is no money in her account. We quickly went to the bank to understand what happened and a call was logged and we were told it takes 8 days. 11days later we went to visit capitec only to be told that my mother cannot be refunded the money as her number was used. I feel my mother was not helped properly and what happened to those people who took her money.