ABSA is *****

My Dad 84 Years of age, was victim to ABSA credit card ***** where the ********* purchased R16000.00 worth on Takealot. My dad doesn't have internet or internet banking. He doesn't even have a smart phone. He has never purchased anything online in his life. Absa claims that they will not refund him the money. Do we need to take this up with Ombudsman? Any assistance will be greatly appreciated. I am wondering how well the ABSA Anti ***** system works if he never in his life bought anything online ever and they let it go through???? He did report Suspected ***** just after they called him but ABSA still let the transaction go through.

Kind Regards Andre