Zero cares given when pensioners report ****** monies

My pensioner parents are battling to get feedback or an update on the monies that was ****** from my mothers ATM card. They have reported the incident on 14 Nov. It is now 5 Dec and NO ONE is able to give them an update. They have tried to get hold of the ***** dept on numerous occasions with no joy - they either don't care or don't exist. They have also used hundred's of Rands just hanging on with your call Centre. This is really not acceptable. How can they get feedback and when will my mother be reimbursed? Please help.