Extremely bad service delivery

My mother banks with Standard Bank (has banked with SBSA for more than 15 years) and was de*****ed her card by the ATM when she was withdrawing money to use at a store (Spar Moloto) by **********. Her money was withdrawn by those ********** on the 29th of May and was to the value of R13 000. She then called the Standard Bank card division to stop her card and a;so called the ***** department to report the ***** that was done on her account. She called the ***** department the day after everything had happened on her account and mind you my mom is 68 years old and is a domestic worker.

She visited Van Der Walt on the Monday (PTA CBD) to get a new card and to ask if the ***** claim was being attended to, she was told not to worry and everything was going to alright. Nothing was asked for here, no reference number no nothing. Just gave her a new card and was told that all will be well!!!

On the 4th of July we went to Phola Mall Standard bank to check how far the investigation was with getting her money back, she was told that she should've taken a reference number from the agent who assisted her the first time, I'd like to know who's job it is to follow procedure? My mom's or the employee of a financial institution? Procedure?

We were then put on the phone again in the branch to a "***** department" and my mom was told to call a certain number on the 6th of July which she did.

She was told that she will not get her money due to the fact that the ***** was put in late. Now i want to know if 24hrs is too late and doing a following up close to 26- 28 days after the claim was put in??? We did the follow up not the bank, not once did they call my mom to let her know what was happening with the claim. All we got was an sms saying that the ***** was received and was being handled, no call no nothing after that.

I would like feedback from this whole mess, I'm disappointed that the service levels at Standard bank have dropped to this level, Truly disappointed in this bank.

My details are as follows: Zanele Mahlangu, ***, ***

My mothers are: Regina Lukhele, ***