Theft of at Pep Money

My Aunt PJ Makgato send money through Pep on the 18 March 2024 and when we tried to withdraw the money at Pep, we could not access it. Eventually when we phoned Pep, we were informed that the money was withdrawn on 25 March 2024 at 13h27 at Pep in Vilakazi. clearly it was withdrawn with an ID and Pep must be able to investigate and give us the details of the person so we can open a theft ******** case as we don't even know anyone in Vilakazi.