R3000 grocery money from an old lady 1life

1life has taken R3000 from my mothers account that was money to buy our Monthly groceries as a family of 15 They have promised to return the money this week today is Friday still nothing and there is no food a huge registered company can be so cruel as to take from innocent old woman ...what should we eat ? What type of insurance takes R3000 from old ladies who earn only pension money How ?