*********** staff and lack of responsibility

Capitec bank tellers in Alice are ***********. My mother purchased items in a local store in March and the amount was debited from her account as she received an SMS notification. The same amount was debited again this month and when she went to ask she was told the initial amount isn’t reflected on her statement or the system. How is that even possible? How does money vanish from one’s account without a plausible explanation? My mother is an elderly and due to these conditions we cannot assist her and to make matters worse she is informed her money cannot be traced or reversed. She lost an amount of R 3000 plus