ABSA Bank useless service provided

I am writing this review on behalf of a family member (pensioner) who does not have access to internet or e-mail. On 13 May 2019 the family member used her ABSA debit card (note DEBIT card, not a Credit card) at a local practitioner to pay a small shortfall for a professional service rendered. The Debit card was swiped for the outstanding amount & a receipt was issued. On the 27 May she received a call from the ABSA ***** dept to say that her debit card had been used **********ly ONLINE to purchase goods in US$ and the amount reflected back on her debit card was in excess of R13 000. The ***** reference number given to her was ********** 08. The ***** dept said they are investigating this as they could see she NEVER EVER uses the card for online purchases, in fact the only time she uses the card is inside the bank at the teller. No one has access to the card and it never leaves her person. To date, she has had 1 follow up call from ABSA ***** dept to say that they are STILL investigating the issue. She has had to continually call the ABSA ***** dept (***) to find out what progress, if any, has been made with this ********** transaction. She has visited her local ABSA bank at Musgrave Centre, who, also skirt around the issue and promise to call her back with any updates, but they never do. The issue here is that she is the victim and to date the money has still not been credited back to her account. This is absolutely disgusting service from ABSA Bank, bearing in mind that she is an old age pensioner who has been a faithful customer of ABSA for in excess of 30 years. ABSA your service stinks,