Useless African Bank

So my mother took out a loan from African bank,few days later there was ***** commited on her account,the money in her account was transferred to another account with a reference saying salary,so is a bank not suppose to be secure enough for us to trust that the money is safe there...now they making it my mother's problem,making her run around to police stations,at first they said the issue was resolved and that she no longer has to open an case..and mind you,this only happens when she makes the first move to call them,they don't bother keeping us posted or updated,so today when she calls,she finds out she need to go to the police station and open a case so that they can proceed with the investigation,and this has been after 3 weeks now,so much incompetence,do they think that she took out the loan just for fun and that she lives on love and fresh air...they need to get this sorted ASAP..because come month end than they expect the money to be debited without issues,she is stressed because she needs the money and now she has to deal with this bad service aswell.she has no money to run around to open up cases just because the bank could not avoid ***** being committed.