******* withdrawal from bank Account

One of my staff members (not the first) had a very disturbing incident that happened to her related to ***** on her Capitec bank account - when she went to the near by branch - they blocked her card and issued her a new card but told he that they cannot assist her regarding the money that was withdrawn from her account! She came back to the office and we called the ***** line - after a long battle we received a ref number - but nothing to date and when we phoned to follow up the reply was that the case is closed! This is shocking that nothing was done and no ***** case opened !!!!!