Pathetic service

I'm utterly dissapointed at the poor service received from Nedbank in Tokai. First of all my grandmother's bank card was taken at a Nedbank atm one Saturday. She said her pin was not working and the atm swallowed her card. The Monday when she went into Nedbank she was advised that R31000 was taken from her account. They did not log a ***** case and my very old grandmother had to visit the branch twice enquiring. The third time I went with her to Nedbank in tokai and only then a ***** case was opened. They have since declined her ***** claim saying the correct card and pin was used. Nedbank has no system in place to stop irregular activity on someone's account and they are now washing their hands clean and taking no responsibility on their part. All her money was taken. Nedbank had nothing in place to stop such activity. I'm utterly disappointed in firstly how my grandmother was treated and secondly Nedbank took no responsibility for these transactions. How can someone draw R31000 over two days? How can Nedbank not have contacted her to stop her account when irregular activity takes place? The only person paying the price here is my grandmother.