ABSA ***** Department beyond PATHETIC!!!!

My mom, an elderly lady of 69, was drawing cash an ABSA ATM, due to the fact that there is always a issue with this ATM, various buttons not working, a gentleman came from behind, stole my mom's debit card out of the ATM & withdrew R6000 in cash. ABSA ***** department advised my mom, that they do have insurance for ******** incidents, yet almost 3 weeks later my mom is still waiting for the outcome of the investigation. My mom being a pensioner was also advised that she might or she might not get her R6000 back. In my eyes, this is beyond pathetic, does ABSA have now shame!!