inefficient service

On the 1st march this year my mom was at a queue for ATM at a convinient store. There was a man infront and behind her and on her turn to withdraw she went and her card got stuck n the man behind her offered to assist and her card didn't come out of the machine. As she stood the stund the man behind her ran into a car that ther man who was infront of her was driving. She soon got a message that r1000 was withdrawn from her account. She quickly went to the convinient store bought airtime and called Std bank to stop her card. She was adviced she will get her money back after the investigation. She kept on phoning to get feedback and she was sent back and forth now last week she was told that she phoned 15 minutes after the incident so it is considered late. What was one suppose to do because she didn't have airtime to phone immediately. I fail to understand how is 15 minutes considered late. The service is really bad. What investigation did they do? Just checking after how long did she phone? There's better investigation to be done than that. Was it not better to go view footage perhaps. I really need the matter to be reinvestigated and get a better feedback.