I want my son's money replaced

Just after the 16th November 2014 my son withdrew money from an ATM at the Main Road, Wynberg, Cape Town branch, there he was a victim of card *****, his card got swallowed by the machine, he immediatly reported what happened, it was a Saturday, so he phoned to block the card. The Monday he went to the said branch, there they discovered his card was not blocked although he had a reference number. They gave him another card but was disinterested in helping him. He had to run to the police station for 2 days because Nedbank could not do their part. We found out the they haven't blocked his card the Monday inside the bank as well, the money was only drawn by someone, they won't say where, Tuesday only. Up till today they've been unwilling to take responsibility for their lack of unhelpfulness and mistakes Nedbank has made. They contacted him two days ago to ask him everything he has done already, go to the police for a case number and all that even I've been told, as the father whose sending this complaint, that they are investigating.