Account blocked for pensioner & no updates from the forensic department almost it's now 2months

I'm writing this complaint on behalf of my mother who is a pensioner, on 31st December 2024 she got ****** of her bank card at the atm by ********s and she reported that to the bank and the matter was escalated to the forensic department on the 4th January 2025. Her account was frozen and since then she was not able to access her funds until today and she can't feed her daily needs. My question is why block her account without her knowledge and every time she goes to the branch for updates she's been told they are still working on it. I advised her to leave the bank and revert back to ABSA or Capitec.