Banking Ombudsman Please help My Sister. I beg you

I haven't got an Experience yet but My Sister was de*****ed and all her whole Salary was withdrawn in Johannesburg using a Bank card but my Sister is in Durban she was sleeping that fateful night and her card and wallet was at home with her. a case was reported to the Banking Ombudsman and we haven't heard anything yet .... It's festive season and my sister hasn't recovered financially since that day.... She is still depressed and Frustrated