No resolution months later

I am submitting this complaint on behalf of my domestic, Ms N Zibi Ref no: ***. At the end of May Ms Zibi attempted to withdraw R2500 from an ATM in Hillcrest, somehow her card info and PIN code were ****** (she did not ask for help or receive help from anybody). As soon as she realised that something was amiss she walked across the road to the Standard Bank Branch on Inanda Rd, Hillcrest. While she was waiting in the queue (less than 10 minutes later) she received SMS notification that her card was being used for retail transactions. While the money spent on these transactions was refunded, the bank has failed to refund the initial R2 500. The ***** call centre says this is because she took more than 5 minutes to report the problem. Although she had tried to call the no. on the ATM screen but could not hear what was being said. Ms Zibi is a pre-paid customer and cannot get itemised billing. Regardless of whether she can prove that she called or not, how can this be a requirement? What if someone has got no airtime or no phone on them? She walked across the road and reported it as soon as she could.<br> <br> Please assist. Details are Ms Zibi's not mine.