Please help

My mother stays in Venda , she is 90yes of age , she went to Thohoyandou to withdraw her pension at the atm , something happened and eventually her card was swapped, a withdrawal of R1900 was done and R1600 was used to purchase liquor, I called Standard bank after I managed to stop the card I spoke to Sthembile who was very helpful, when I tried to call back I met this guy who was very rude , my call with him was between 2:55 to 3:15 , my mom can’t speak one word of English, she was disoriented because of what happened, I needed to just make sure that her account is stopped and ***** case is opened but I couldn’t, I wish the bank could trace my conversation with him and see if those are kind of people they can pride with