Nedbank Montclair mall negligence

I am reporting on behalf of my unemployed mother who has been banking with Nedbank for years and saving money up for my sister the last born for her university fees..Last month early last month she was at the Pick n Pay in Montclair mall only to leave the mall from depositing aswell at Nedbank the little money she kept saving up from her small tuck shop she generates income from, she left the mall and a car parked next to her and my 6 year old son telling her to go in the car because they said the cameras saw her *****ing at pick n pay and she must go complain. The car drove off with them in the car, she was beat up with my son crying and watching all this, they were left in the middle of nowhere took her Nedbank card and was forced for the pin and stole her phone which had cellphone banking, she then called in bruised and they had advised her to block the card but they did not block her cellphone banking. In result of that all my sister's university fees were sent from her phone still to their cards, she went to Nedbank with her police case because she reported what happened to her to the police, Nedbank till this day is saying they are undergoing an investigation.Is it really fair and for how long, sister is still at home not being able to study as there are no funds for her to go to school and Nedbank is the bank she trusts, are we really safe with our banks now? What investigation still if they can see that from the time she blocked her card she wasn't using the funds and had no access, this matter needs to be solved fast it's really not fair for us to think we can trust banks and this is what they do!!!! We don't want to think that this is an inside job because with a police case and evidence still they need to investigate???