No help for a pensioners account that was ****med

My mom who is a pensioner had someone clear out her credit card and even go into over draft, she has tried desperately to get help from the bank but never gets past a call center and nobody follows up. She now has no money for Christmas and the bank who said the payment would not be taken until they have investigated the case has still deducted the full payment. I am disgusted in the bad service and lack of concern.