Victim of ******** - sorry is not enough

I am truly appalled by the service and irresponsibility of this bank. Almost two weeks ago my mom was a victim of ***** whereby all her money was ****** from her bank account by ********. Today when we phoned Capitec to follow up, they mentioned that they are still negotiating with the other bank to trace where the funds were transferred to by the ********. Just to get a response back to say that it is highly unlikely that we are going to get the money back as they can't trace it due to cash withdrawals. First of all it is not my problem if it can't be traced, my mom's money was ****** from her account whereby it is the bank's responsibility to ensure the money is paid back. Secondly, I have an account with Capitec and not the other bank so the according to my knowledge Capitec must refund her and whether there are ongoing discussions with the other bank to try and salvage some of it is not my problem. Surely a bank must have insurance for these type of cases. Best of all, it was even on the news and radio to say that there were ******** actively *****ing money from Capitec but now they don't want to refund anything.