bad customer service and bad attitude

My mom went to deposit R510 cash from the Shoprite money market on the 7 February 2015 and she was assisted by this cashier who asked her to enter her pin numbers more than once and she scanned her I'd twice on that process and my mom asked what was wrong she was told that there was a mistake done.then when my brother went to fetch the cash were he was he was told that someone had already came to Shoprite to take the money.no one new the pin and even the money transfer number.we went back to Shoprite to asked who and were was the money taken the told us to come back after 2 days to my suprice when we went back to the Shoprite they told us that everything happened in Limpopo which we told them that my brother stays there but we have to go to the police station to open a case and they didn't want to tell us the name and I'd number of the person who took the money.the cashiers were so rude and told us to stop accusing them of stilling any money. And I was going up and down going to different shoprites and the answers am getting are different. Still now am tired of going to the police station and nothing is happening.I just want my money back and answers.please help