Theft and *****

My friend's phone was ****** during an armed *******. He blocked his IPhone but true to form, the ********s managed to access his phone. We did block all the bank cards, but with them having full access to the phone, they cleared out his Capitec account. NOW Capitec just say they cannot recover his money and "sorry for your loss." This was an armed *******, this is *****, we've been traumatized and all they have to say is "sorry for your loss". We need our R20k back, we don't want their sympathies. Is that how Capitec treats ***** and theft? Closing my bank account tomorrow!