Standard bank allows ***** on a Widow/pensioner card account and refuses liability

I have a client who I am trying to assist for the past 2 months who had credit card ***** on her Std bank credit card. It has been a pathetic experience to say the least. My client who is a widow and pensioner, has never used her card for a few years now and Std bank inform her that they have declined her claim as follows : "The disputed transactions took place before the card was stopped. Standard Bank was not the beneficiary of the proceeds of the unauthorized transactions. In view of the foregoing, we regrettably advise that the Bank will not reimburse you." What?she did not stop the card before the transactions took place? How ridiculous?? If everyone stopped their cards before ***** takes place there would be no ***** ever. I have escalated this matter to Executive complaints "Miriam" and she totally ignores myself and the client. She doesn't respond to messages or emails from her own department. Several calls later no response or correction on my clients credit card account. They said they would call my client to confirm that they could discuss her affairs with me, but they never call the client. In the interim they have now debited my client's cheque account to pay the credit card instalment - the credit card that was not in debit before the ***** took place?? I tried calling again and their lines are so bad its no use trying to talk to someone. My client's credit card is locked in her safe and she has never divulged her pin number or any info to anyone. Someone commits ***** on her card in Cape Town - my client lives in Gauteng. I wonder how this will look on Carte Blanche? I need a urgent response to this matter or else my client will be taking this to the media.