Standard Bank's ***** Dept causes more problems for pensioner than ******* did by *****ing R700.

On Monday 23 January my mother was a victim of ***** by ******** who phoned her claiming that there was possible ***** on her bank account etc etc. She lost R700 from her bank account. We reported this to Standard Bank's ***** department and that is where her woe's really started. Firstly they blocked her banking app and both her debit and credit cards which I do not see the reason for as her cards were not used to commit the theft. She was ******* into creating a cash transfer. We were told to go to the bank to get new cards and create a new profile for her banking app which we did on Tuesday 24 January after spending roughly four and a half hours at the bank due to numerous problems creating a new profile for the app and having to re issue a new bank card twice because the "Online ***** Dept" kept on blocking everything. Even the bank employees were getting frustrated. We left the bank thinking everything was working now as we were able to withdraw R100 at the bank ATM and get a Statement. However when she tried to make a payment from her app later it was unsuccessful. She contacted Standard Bank Customer Services this morning 25 January after we tried to make a card purchase at the local store which were declined and to follow up on the problem with app payments. In the time she was holding for the call to be answered she received a message from the bank stating that the ***** case has been registered and a reference number was given. After holding for roughly half and hour the call was finally answered by a consultant who told us after looking at the account that her app and new bank card that was issued yesterday have been blocked by the ***** department again and that she cannot assist us. After an attempt to transfer us to the ***** department the call was dropped without any further assistance. I contacted the ***** dept and after holding for 25 minutes again the consultant told me that she cannot help me because she had to escalate the problem to the online dept and that they will contact us. ( which hasn't happen yet). Currently she cannot draw any money or do any form of payment. For a 79 year old pensioner this is a very stressful and frustrating experience.