Shoprite money send

My mother used the shoprite money send facility In Alexandra on the 25th of July 2020 to send money to her mother in Mpumalanga, kwaggafontein. When her sister in Mpumalanga went to go retrieve the money on the 27th on Monday she was told it had already been taken out. She has on numerous occasions contacted the company as a whole, She even came with the police to shoprite Alexandra hoping that this would help but all her efforts have not been successful. She was told head office does not allow security footage to be viewed nor do they know who or where the money was withdrawn. From my understanding a person uses their ID to retrieve the money and has to sign the money-out receipt. She has been in a goose chase with shoprite and has not received proper feedback nor are they saying anything about returning her money. She wrote to the ombudsman and they contacted shoprite, they have however notified her that they can’t help her as shoprite told them She needs to go there with the police and they should investigate. She did this prior to writing to the ombudsman and they told the police they could not help my mom, even with a sworn affidavit and police escort. Shoprite has failed on numerous occasions to come to her aid and get her money back to her nor give proper solutions. It is today the 16th of October and no substantial effort from shoprite has been made. They have also ceased to communicate if they would do anything further, Instead they are sending my mother back to where She started (talking to the manager, getting an affidavit, going with the police to shoprite and calling head office in Cape Town). We are utterly appalled by this treatment.