****** Card transactions

My mom last withdrew money from dad's bank account (She has POA on the account) on 02 October 2015. She cannot operate an ATM and thus was assisted by a bank staff member on the day. Being iliterate,she keeps the pin written on a small paper with her(she has to because she wouldn't remember the numbers ).A day or 2 after the withdrawal she realised that the card was not where she puts it.Being old (66 years) she couldn't remember whether she got the card back after the withdrawal.There is a possibility that she might have received it and it fell. After this realisation, she went to the bank to have the card stopped and obtain a replacement.The consultant who helped her (she does not know the name) only stopped the card, gave her a new one and told her there were several withdrawals on the account .When asked what could be done to get the money back she said nothing could be done.23 October, My mom went back to the bank for another attempt at getting assistance/guidance to get the money back. She was assisted by the same consultant (Working at the Enquiries cubicle 1 on 23 Oct) and still couldn't get help.Do my parents just accept the loss of their pension?