Build it - Store card ****

I am disappointed with how Build It is addressing the issue I have. On 2021 mom opened a store card at Build it Orange Farm and deposited 10000 rands on it. She took materials amounting to 3000 rands - unfortunately the store was looted and has been permanently closed which is unfortunate for the employees and the investors there. Now the issue is that mom wants to finish off the building - the money remaining on that card is R7000. when she calls the head office about this matter they tell her to get lawyers before they could process a refund or give her materials. I mean how absurd is this, were the lawyers present when the Build It concluded a store card deal with her? Now she has to pay for lawyers with the money use was going to use build. BUILD IT this is wrong