2 months and still no action

My retired parents have had money taken from their account. The retailer is checkers, who can prove she never used her card in the store. So who took the money. Every time they contact ***** division they are told they are still investigating. 2 months is a long time. A poor show on standard banks part. these are retired people and this is stressing them out terribly. Why is it taking so long. FNB sorted my daughters out in 3 days. Come ow standard bank why you so slow. Please sort this out. Phone mrs Johnston ***