***** on customers account

Good day. My mom has been *****ed from discovery bank 4 times already.. they phone and have all the details, saying all her balances and not even asking for a password or anything to suspect of the lady that was on the phone with her. R14 000 worth of airtime was purchases, and the number is showing discovery bank *****.. now it takes 72hours to get a answer.. discovery bank has *****sters working for them under their noses.