No service from ***** Dept

My mother's card was retained by an ATM on 10 Jan and about R10 000 was ****** from her account. We went to a branch the next day and after 2 hours in the bank, we were informed that the amount would be reversed within 3 to 5 working days. I've tried calling ***** Dept and it's impossible to get through. Nothing has been done. She is a 78 year old pensioner who is so stressed out about this experience, I am so disappointed with the service, Is this how you treat senior citizens?