Matilda's Dilemma with Standard Bank

I am writing on behalf of my Housekeeper Matilda who has a Standard Bank account. She has been trying to get a refund and an explanation since April when her card was ****** and all her money was taken out. On 15 April cash was taken out of her account. (She did not realise at that time her card had been ******) She approached the bank in Kathelong the 16 April and they gave her a reference number and said they would look into it for her. They did not stop the card or advise her to get a new one. Towards the end of April, I paid her normal salary into her account. It was in the middle of the lock-down she phoned me to tell me that her money had been taken out! She had nothing left. In fact more than her daily draw allowance had been taken out, the total salary had gone! She was unable to anything from where she lived due to lock-down, the banks were closed. Only then did she realise that her card had been ******. To date she has not received a satisfactory response from the bank. I have tried to phone on her behalf but they will not deal with me. Matilda subsequently went into the Carlton Centre when she was able to travel again, and once more was given a further reference number, finally a new card, with a 'we cannot do anything, this has to be referred back to the local bank to deal with' response. We have phoned several times but not had any joy. Only been told her matter would be escalated and intimation that it was her liability... This is not good enough. She trusted the bank would do the right thing and to make matters worse, Standard Banks in the area have closed down. From April to August - 4 months to resolve this issue is simply not good enough Covid or no Covid. This is really disappointing and quite frankly a concern for customers that they are not being looked after. I don't believe there has been any investigation or follow up done on this matter. She needs action. Who does she go to now?