Card *****

My elderly mom of 78 had her card de*****ed. After over two months standard bank says she must prove she had her card with her. She did, but how do u prove that? She had a knee replacement, was at home she can prove that with a dr certificate. She is willing to sign a affadavit to say she had her card with her. The checkers store says it was never used there, but this is the transaction on the statement? Card div says a card can't be copied/cloned. However it happened to my daughter they had made a duplicate of her card, FNB refunded her, so proving to standard Bank it is happening. I have opened a FNB acc for my mom and she will be coming in ASAP to close her standard bank account due to this issue. Guess standard bank is the loser in this case as we cannot stay with them when our cards are not secure. She is a pensioner and does not know how to deal with this issue. She is do stressed by standard bank, it is not good for her health. Pls explain how we can prove she had her card with her. She has NEVER let anyone use it or given anyone the pin. And if the store says it was not used there, how can the bank have the transaction? Inside *****?