Complaint about pep store ***** case

On Saturday 3rd August 2019 my mom deposited R1000 at a Pep store in Sunward Park Boksburg, on Monday 5th August my aunt went to withdraw the money at Pep cellular Eloff Str Joburg. She was assisted by a lady cashier who said the money had already been withdrawn strangely she had to enter the ten digit number and pin TWICE but no money nor receipt was given. She then went to a Pep store in Hillbrow where was told that the money has been withdrawn. I called their Head Office and it was confirmed that the money was withdrawn from Pep Cellular Eloff str Joburg at 13:51 on Monday 5 August 2019. My mom, aunt and I went to the shop ( Eloff Str) to enquire and we were given a dozen forms to fill in, we were also told to open a case at the police stage and were given the contact numbers for the area manager. To date all that was given to us has been done but still there is no one held accountable for *****ing from my mother. The area manager refered us to Absa bank which we went to but they couldn't assist because obviously the money was withdrawn from Pep Cellular not an Absa atm We called the Pep complaints department and nothing/ no one has phoned, emailed or even gotten back to us. Seemingly the area manager too doesn't know what to do because he doesn't give us clear direction on what is happening. I'm really sadden by what BAD customer service we are receiving from Pep and Pep Head Office *****ing money from a pensioner it's been 3 months and nothing has been done! It pains me because this is affecting my mother's health we've been running around and all our efforts are not taken seriously. Could someone please assist us, especially my mother because clearly Pep is not concerned when customer's rights are abused. ***