Very disappointed with Capitec service

Very disappointed with Capitec since last year November my auntie has been up and down trying to get her money from them. She made a mistake by transferring money to her late friend account. she then went to a Capitec branch for help and was told money will be reversed back after 14 days since it was transferred to a deceased account. 14 days went by and still nothing, she went back again and they said she should bring her friend’s death certificate so that they can contact the deceased department, because they can’t do anything on their side. After 14 days she returned again and was told that they can’t give her money since she is not the next of kin deceased , how when the system clearly shows that she was the one who made the transfer? She then had to contact the deceased husband and he did a letter of authority so that he can receive the money and give it back to my auntie, imagine the whole process and money spent. Even after the letter of authority and necessary documents were submitted to the bank they still couldn’t get help. Instead of getting help Capitec called the deceased husband saying he should bring back all the necessary documents they made a mistake taking copies, they only did one side of an ID . He did and they said after 21 days he will definitely receive the money. Guess what? still after 21 days no money or communication was received. My aunt and the deceased husband had to returned to the bank again, and on their arrival they were told that copies are not clear, they made a mistake again when taking copies . How when they were the one who were making copies, after noticing that the copies we no clear why did they not contact us, why did we have to wait for 21 days?

And the most painful thing about this situation is that we are starving because we had to use money for our daily needs and give it to the person we were suppose to make a transfer to. Take note that the issue is from 30th October 2025 and it a lump sum of R15000, we are barely coping we need this money. “ Capitec live better” how when we are barely making ends meet😭😭😭