****med and no refund

My Mom , a loyal FNB member was recently ****med. She immediately reported this to FNB and asked that they reverse the eft she made. They cited that the amount was old and hence couldn't assist . This despite a ******** case being opened and my Mom's endless queries. Surely, the account should be Fica'ed and if so, FNB liable to provide the information to SAPS or at the very least refund my Mom the money. Terrible and inefficient service!!!!!