Unacceptable Nedbank

My mother got a **** called yseterday and immediately put the phone down and called Nedbank ***** dep. They confirmed her account was all fine. She later called again to check and again they said no *****. Wel last night R45k was taken from that same account. Way over her limit, with no approval. Now they say she has so go past the branch, reset everything, open a police case and maybe get refunded in 6 - 8 weeks. This is unacceptable as clearly the BANK allowed this and **** when she took the correct steps. I need this sorted out before the end of the mouth as she will NOT be paying these ***** fees and extra when everything bounces month end. If not, i will start preparing my case for the ombudmans ad this is ***** within the bank and defeats the entire purpose of having a bank. This is why i cancelled all my nedbank accounts years ago - constant ***** over limits and no accountability.