Nedbank ***** Division

I reported a **** on behalf of my elderly deaf mother to Nedbank ***** division in May 2020. We sent many emails with no response. then eventually after waiting 2x months for some kind of response from Nedbank I called & managed to get hold of a person, was told that i need to lay a charge at a police station in order to find out who the account belonged to . An email with banking details had been intercepted , the banking details of a person holding a nedbank account were put in place of our banking details. When we got wind of what had transpired we advised Nedbank immediately what had happened and sent all the relevant correspondence.- proof of our email with correct banking details, the banking details that had been intercepted en route (our plumber forwarded this on to us) plus the thread of emails . We were not advised to lay a charge at the police station in May, only in July when i managed to get hold of someone to ask why we had not had any response we then were issued with a reference no: Who do we need to lay the charge against? We dont know who the account belonged to? Do we lay a charge against Nedbank? Who has ****** these funds? How do we find this information out when NEDBANK the bank at which this ***** has been committed is not responding. When i asked the consultant in the ***** department who i must lay the charge against she rudely closed the phone. What kind of response is this from NEDBANK ***** DIVISION ? We are now half way through August do we kiss this ****** money via a bank good bye and let the villians get away with blatant theft or do the culprits get exposed?