REFUND OF ********** TRANSACTIONS

Two of my Mother's bank accounts were hacked on the 21st May 2019 and amounts of about R11 000 were ****** from each account, via overseas card transactions. The cards were still in my Mother's possession and ABSA confirmed the ********** transactions. She has since been issued with new cards and when she went into the bank to collect them, they again called me to verify my details so that I could continue to do her Internet banking on her behalf. I also completed all the initial documentation regarding the *****, on her behalf. Shortly thereafter the first amount of about R11 000 was refunded to her bank account. Since then I have called the bank every week to follow-up on the outstanding refund of R11 264 and it is now 6 weeks later! Each time I call in I have to go through the entire story again, as the Call Centre Agents don't all seem to have access to all the relevant documents and they claim that the ********** transactions on the two accounts were being handled by different Investigators. Each time they insist on verifying me again by talking to my Mother - why are there no notes against the case indicating that they can give me updates?! Each time they promise to call either me or my Mother back to provide feedback and yet NOTHING HAPPENS!! I also get different stories each time I get a different Call Centre Agent - two of them were prepared to contact my Mother via a conference call to her mobile phone - the last Agent I spoke to said that they were not allowed to make calls to mobile phones - only land lines - my Mother's land line is currently out of order! When I asked to speak to the Team Leader - after waiting on hold for 5 minutes I was told there were no Team Leaders available! ABSA have already admitted the funds are due and payable to my Mother - as the ***** on both accounts was reported immediately and on the same day - and yet they are not refunding her! In addition to this calls to the ***** Department drop constantly - you go through a series of 3 or 4 selections and the calls drop as it starts ringing! Call Centre Agents should be able to see the entire history of reported ********** transactions, including who they have spoken to and who they have been authorised to speak to by speaking to the Client herself! My Mother is 82 years old & struggles to hear and deal with these Call Centre Agents each time they insist upon calling her to confirm that they can deal with me - I understand that they are being cautious but why do the notes not contain the fact that they have spoken to my Mother more than once, who has confirmed that she is happy for them to provide me with updates?!?! As it is we don't require any updates - WE JUST WANT THEM TO REFUND THE MONEY DUE TO HER and nobody keeps us updated on why this is not happening!!