A close family member's account was hacked last month and until now, the issue has never been escalated to the investigations unit of the bank

A close family member's account was hacked last month and until now, the issue has never been escalated to the investigations unit of the bank. It's been a month now and she is the one calling them to do follow ups when it should be the one providing her with feedback on her account. I doubt I'll be banking with them after this experience!