Please refund the money because the card stucked on the standard bank atm64

On the 15th May 2025 my mom sent my young brother to withdraw money on standard bank Atm, because she is her bank. The bank card get stucked and she received messages stating that the amount of R13 989.00 was taken, she phoned the ***** department same day and she reported the incident. They asked her last 4 digits card number and they instruct her to go to standard bank branch to get a new card because they had closed the one that was stucked in the Atm, they gave her case no: ***1 they told her to police station and write affidavit statement.

She sent SAPS affidavit together with the bank statement and related messages from her cell phone stating the amount was taken. She got 3 messages from ***** department stated that they are busy investigating the case.

When she phoned them on 30th June 2025 for checking how far with their investigation, they said she reported late they can't refund her.