Housing finance ********** transaction

Nedbank has allowed increased a home loan of my mother without her application of R30 000. We only picked this up when the house was fully paid on statements. The money was transfered to someone else not my mother yet they billed it on her bond.

Today they are refusing to reveal the account number and details where they paid the money to. What do we do with such a crime? Is it acceptable for a bank to conduct itself this way? Please help my mother.