Nedbank ***** case and deposit issue

My 64 year old mom has a mobi money acc. She is unable to use the ATM so a consultant at Nedbank (dobsonville branch) assisted her with depositing the money. Money never reflected and this was on the 5th of Sept. They opened a case and never updated my mom about what is happening. On the 27th we went to the bank to find out what is happening and we were told that it was cancelled due to no sufficient details.

My mom also noticed that R2500 was taken out of her account and she did not receive any messages about it. Nedbank has shown zero interest in solving this matter. The ***** department advised her to go to the Jabulani Branch and the consultant was rude to my mom and said the footage was DELETED!!! R8000 has not reflected in my mom's account and R2500 was taken out of my mom's account! no help from Nedbank