Nedbank ****mers

Tell me how does Nedbank know of the big **** happening on their app and do nothing about it? My mom requested for a new card and the lady that assisted called Nkululeko said she had done it whereby it wasn’t and just jumped into seeing that she has a high amount in her card and she can open a savings to earn interest. Everything was done from the chat with agent on the app. Funny a week after which was yesterday. My moms app was hacked and they took R9800 two numbers for a VIP premium. Their staff are working with these people and it is bull**** that the bank knows very well and do nothing. An entire app was accessed, with no option to accept nor decline just messages coming through. I must say even the ceo is pathetic to be having such a slack. Then they tell you the case takes 9 weeks. With something that was never authorised.