Card Cloned/Atm *****

My mom uses standard bank and her card was cloned when she tried to withdraw from a standard bank atm, R6700+ gone, she pressed cancel but the atm retained her card, she called immediately when her card was retained and was only assisted at 16:47, she got the message that notifies her of a withdrawal at 16:43 but standard bank ***** division claims that she made the call late... How??? How long does it take for their call centre to assist a client that's calling?? My mom is now depressed and in debt, soo much money!!! She was told to submit her network provider statement so that they can see when she made the call and still no one has called her back with any feedback....