Highly disappointed in R4000 withdrawn without knowledge

I'm disappointed in absa bank the way they handling my aunts ***** case.

Money was withdrawn from her account without her knowledge. R4000

And she noticed next day and went to report to the branch in Bloemfontein. They told her to open case and make affidavit. She did as she was told.

Communicated with head office for that money to be investigated and check where money was withdrawn.

They opened case number C-***4

And promised to investigate last communication was case is handed to ***** department

Today she received call from *** Telling her that she won't get her money as she did not stop her card... stop card how when she went to branch to report and handed all they asked.

How do R4000 leave bank and no idea where money was withdrawn

This is frustrating as my aunt is old and a pensioner.