No assistance by Standard Bank after being de*****ed

On 22 June 2024 my mom was de*****ed an amount of R3, 842.97 which was taken though 4 transactions. When all these transactions happened she had her card with her. The transactions started happening around 3am until around 12 noon. We stayed on the phone for longer hours trying to report the matter until we eventually managed to get someone to register her case, a reference number was issued. We were promised that feedback shall be given within 7 days, we forgot to ask if this was working days or calender days. However today 03 July 2024 11 calendar days later/8 working days later no feedback has been given. We then called in today to make a follow up on the case. We were on a call awaiting update for 1 hour 17 minutes and 56 seconds (see attached) however no concrete feedback was given. All we were told was that we will be sent a whatsapp of which yes we have received such a whatsapp from the number *** which is said to be that of Standard Bank. The Whatsapp however simply sent through a welcome message for opting for the ***** whatsapp messaging, no update whatsoever, even when we try to engage theres no response. We need a feedback ASAP, as a delay in investigation report will also delay in paying back the money de*****ed. This brings a lot of frustration when such treatment is received from a bank which one has been loyal to for over 30 years.