My mom opened a savings card,she has been paying R350 sometimes R300 amounting to R1270

My mom opened a savings card,she has been paying R350 sometimes R300 amounting to R1270. When we went to inform them around June that the card was lost they told us that they will investigate. Then last month when we were doing a follow-up they told us that there's no money,they have a statement for proof and that someone has been withdrawing the money. We went through open a case at the police station,were told to bring the statement along and when we asked for the statement at Boxer they refused