Unhappy Client

My name Lenny on the 29th of August 2025 I was asked by my elderly mother to go withdraw money for her an amount of R5000 at the Capitec ATM in Gugulethu mall next to shoprite upon arriving at home my mother decided to count the money only to find 2xR100 notes damaged and torn I then proceeded to go to the branch for assistance and the consultant took down my details and account number and advised that the money will be deposited into my account once everything has been resolved on Tuesday the 16th of September 2025 I did a follow up through the call centre to find out what is the delay I was then told that the incident form that was sent was incomplete and needs to completed at the branch and resent again, I went to the branch and only to be told that I must come back with the account owner that sent me to be assisted, I then asked the consultant why did they take my details in the first place and my mother is old person who can barely walk and that she needs her money as times are tough in this day and age I had to use money to come to your branch and again I must pay to go with her again which I find unfair cause the matter could've been resolved on the day I first came. I find the service really bad and no one is even taking accountability and how do you load money in your ATMs that are torn? Please kindly assist with a way forward.