Disappointed by nedbank

My elderly mom was ****** by nedbank *******, on the 27th May mom got a call and those people asked if mom swiped her card in the Thohoyandou and by that time we are home in Louis Trichard and the moment we said no on the call, money was withdrawn, the card was blocked and opened another without mom's Id, fingerprints etc, according to what Nedbank is saying the card was opened in Thohoyandou but mom was absent when the new new card was opened and issued, went to the branch several times and told to come back after 30 days which is long overdue, now she's is stressed as all her savings are going, going to town every now and then is so draining for her as an elder woman,, we've sent complains on both facebook and was told to also follow up on ***** which they promised to call but nothing till date, case number CPT227448, I'm feeling so disappointed by the service provided especially seeing elsers being taken for granted at the bank they trusted