Who exactly was negligent here?

A complaint on behalf of my 62 year old mother. On 3 March her card was declined at a PnP till when she tried to pay for groceries. She immediately went to an atm, which confirmed she had insufficient funds in her account. Confused, as she knew she had money in her account, she went to Pretorius street branch to enquire. A bank statement showed that money had been **********ly transferred from her account to another account earlier that same day. She's never had internet banking. Mysteriously, she didn't receive sms notifications for these activities. The money was removed from her account in the following amounts: R200, then R4800, then 10 airtime purchases of R100 each amounting to R1000. <br> You have a name and the account number into which the money was transferred but you haven't explained to her exactly how all this was HER fault and why she won't be refunded. \Sorry your card was compromised\" is simply not a good enough explanation for why a pensioner is now R6000 poorer because money she'd entrusted to you for safekeeping was ****** through YOUR system on YOUR watch while she had her card in her possession the whole time. Hopefully the ombudsman can provide more clarity."