Refused to Help even though their slogan says How can we help you

On the 21st of November 2025 I was suppose to receive my share for stokvel money from Capitec , The money was sent using immediate payment only to find that the was one number that was incorrect , the last numbers of the account is 8618 instead of 3618. So i went to the nearest branch in Gauteng they managed to get hold of the customer and that customer agreed to go to the nearest branch which was Kroonstad . I later received a call that the customer went to fnb Kroonstad and they called the branch I was at earlier on this morning. but Kroonstad branch refused to make the customer sign even thought the branch in Gauteng offered to do the entry and they must just allow the customer to sign and send it back to them to process they refused . So I'm wondering why do they refuse it, If the other customer was willing to give me back my money or some of the money that was left because maybe they have already used it R10200 is a lot of money .I'm very disappointing ,Their slogan says how can we help you but they are not willing to help . I can be contacted on this number ***