Banking profile suspended

My mom got called by a random stranger who said he's a Nedbank employee, advising her that there is an unknown debit order pending to go off her account and in order to stop it she must provide her card information which she did except for CVV and expiration date. Upon hearing that I advised her to go and block her card and order a new one, the consultant that was assisting decided to suspend the whole profile and flag it as *****,also he did not issue either a new card or temporary card...the consultant did not explain anything about the old card she only discovered that today when she needed her funds and was advised that certain consultant who did this mess has left Nedbank... Can I please have this sorted out ASAP, she's an elderly and needs to access her funds. This incident happened at Nedbank Nqutu branch on the 10th of October