forced withdrawal from atm

my son was hijacked at gunpoint. he was taken to an atm to withdraw money from his bank account. i called the cape road branch to request consideration for the money to be paid back to my son. i was told that i need to sue the security company at the premises where they took my son to. i then sent an email to client services on the 17th of december telling them of the incident and requesting re imbur*****t. I received an email on the 21st with the below response. i rep**** same day and advise that this does help. my son's phone was taken during the hijacking. I did a follow up email on the 6th of Jan. I received a response email on the 7th advising that I will receive a formal response from the bank by 8th Jan<br> <br> To date i have not received this letter or a responds to my follow up on the 11th of Jan<br> Good day<br> <br> Complaint Ref ***<br> <br> Thank you for taking the time to raise your concerns with us.<br> <br> I have attempted to contact your son this morning but to no avail.<br> <br> Kindly be advised that is a ******** act which needs to be dealt with by the police. The police will need to subpoena the bank regarding the video footage and will be assisted accordingly.<br> I really