Unfair treatment

My dad's debit card was used for ********** transactions on Friday 1 March after trying to use an ATM. R3000 and R2000 was taken out of his account. Being 63 his first instinct was to go to the branch. Transactions happened at 7h53 and he was at the branch at 8h00 am to report - the ***** department phones him back today to say they will not be refunding him as he did not phone the ***** line. This is an old man who decided to go and report it at the bank - come on Capitec how is this fair?????? This was his last salary as he is retiring - can you not look at your customers personal circumstances and understand that the older generation rather go into a branch?????????